Customer Service Specialist

Job Description

Company Description

Djubo is a cloud-based hotel management platform designed to streamline room inventory, hotel operations, and online sales. With a user-friendly interface, Djubo simplifies daily hotel management tasks, integrating key features such as direct booking management, online channel management, and centralized reservation control to enhance operational efficiency.

Role Overview

Djubo is seeking a full-time Customer Support Specialist to join our on-site team in Noida. This role is responsible for delivering top-tier customer service, ensuring client satisfaction, and enhancing the overall customer experience through effective communication and support.

Key Responsibilities:

• Act as the primary point of contact for clients seeking technical assistance via phone, email, and live chat.
• Diagnose and troubleshoot software-related issues, providing timely resolutions or escalating cases as needed.
• Guide clients through software setup, configuration, and usage to help them maximize product functionality.
• Stay up to date with product features, enhancements, and updates to provide accurate support.
• Maintain detailed records of customer interactions, issues, and resolutions within the support ticketing system.
• Collaborate with the development and product teams to relay customer feedback and suggest improvements.
• Assist in developing and updating support documentation, knowledge base articles, and training materials.
• Analyze recurring client issues and proactively address common concerns to improve customer satisfaction.
• Participate in training sessions and professional development programs to enhance technical expertise.

Qualifications:

• Strong customer support and service skills with a focus on issue resolution.
• Experience in handling customer inquiries and troubleshooting technical problems.
• Excellent communication skills, including phone etiquette.
• Ability to enhance customer experience and maintain high levels of satisfaction.
• Strong problem-solving skills and attention to detail.
• Prior experience in the hospitality industry is a plus.
• Bachelor&aposs degree in Hospitality Management or a related field is preferred.