Customer Service Specialist, murcia

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We are Bring IT, a fast-growing, young, and dynamic professional services company driving digital transformation for customers worldwide. From launching products to boosting productivity with cutting-edge technology and processes, our work enhances the way people live and work.

Our unique approach, “360 Success”, empowers us to tackle the most challenging problems of our time. Recognized on the INC5000 ranking in the USA, we continue to grow with new offices globally and over 10 recognitions from our partners, cementing our success in the market.

Customer Experience Role and Responsibilities

Objective

Bridge the gap between customers and the product team while ensuring customer satisfaction.

How?

Proactively gathering feedback, addressing and prioritizing concerns, and driving continuous improvement in the product. Support sales, implementation, and product teams with actionable insights and enablement resources.

Main Responsibilities / Functions

Customer Feedback: Gather and analyze feedback to refine the product.

1. Design and manage mechanisms for gathering customer feedback.
2. Regularly analyze and synthesize feedback to identify common pain points, desired features, and improvement opportunities.
3. Collaborate with the product team to translate customer insights into actionable product updates.

Sales Enablement: Provide training and materials to support the sales team.

1. Develop internal training materials to help the sales team understand product updates and features.
2. Create customer success stories and use cases to highlight product value.
3. Join sales calls or demos when needed to address customer concerns and demonstrate product knowledge.

Analytics and Reporting: Analyze product performance and user behavior to inform decisions.

1. Build a robust customer data framework.
2. Monitor customer feedback trends and generate internal monthly reports.
3. Monitor and report product adoption and engagement.

Continuous Improvement: Iterate on the product based on insights and feedback.

1. Bridge feedback to product development.
2. Prioritize customer-centric enhancements.
3. Test new features with a subset of users.

Support and Maintenance: Coordinate with support teams to address bugs and customer issues.

1. Provide transparent communication with customers.
2. Offer post-resolution support and follow-up.
3. Implement self-service support resources for common recurring issues.

Qualifications

Required:

1. Financial Knowledge: Understanding of hospitality finance, accounting principles, and revenue management; experience with ERP systems (preferably NetSuite).
2. Customer-Centric Approach: Proven ability to understand client needs and provide solutions that enhance their experience.
3. Problem-Solving Skills: Strong analytical abilities to assess situations and develop effective solutions promptly.

Preferred (Plus):

1. Hospitality Experience: Demonstrated experience in the hospitality industry, with direct experience in customer-facing roles.
2. Technical Proficiency: Demonstrated knowledge of Opera PMS and other Property Management Systems; familiarity with POS systems is a plus.
3. Bilingual Communication: Fluency in both English and Spanish, with excellent verbal and written communication skills.
4. Educational Background: Bachelor's degree in Hospitality Management, Business, or a related field is preferred.

Ready to transform the future?

Join us and be a part of a company that’s shaping the way the world works!