*This position is set to start on January 6, 2025 out of our London Office.
With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue.
Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global network that includes OpenTable and KAYAK's portfolio of travel brands.
Hospitality is all about taking care of others, and it defines our culture. You’ll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.
OpenTable is growing quickly so come join us and participate in the excitement! The most important thing you can bring to this role is a real passion for helping people. While there is some technical nature to the role, if you have an interest in connecting to people and the skills for logical thinking, we can teach you the rest. If you come with some computer networking or technical knowledge, even better.
The goal is not to get the customer off the phone as fast as possible (unless that’s what the customer wants). We expect you to go out of your way to not only fix the problem, but have the customer finish the conversation with a smile and with restored faith in OpenTable. Our global customer base is diverse so you’ll need to be able to adapt to their various styles accordingly. You will become our best marketing tool, and will help foster a prosperous relationship with both customers!
Please note we can only consider candidates who are able to speak and write German and English.
In this role, you will:
* Report to the Customer Support Supervisor
* Provide support to our customers, answering complex questions on function and usage of products
* Be the primary contact for our large customer base in North America as well as for OpenTable customers worldwide
* Answer customer and employee calls, emails, chats, WhatsApp (and any future form of contact we may come up with)
* Provide outstanding service
* Know your limitations and when you should ask for assistance
* Own the resolution to the problem; don’t leave the customer hanging
* Accurately and efficiently log all contacts in our CRM (Salesforce)
Please apply if:
* You have an interest (or background) in the restaurant or hospitality industry
* You start every single day with energy and enthusiasm
* You have the ability to know what’s right for the customers and our company
* You’re the one your family and friends call when their electronics are acting up
* Value your integrity, and respect the trust our customers place in OpenTable’s products/brands
* You enjoy the flexibility and challenges that come with a script free environment
* You use your experience and personality to provide excellent service
* You are not only receptive to feedback, but you actively seek it
Experience Needed:
* Excellent communication skills, with a bias towards customer service
* Strong communication skills: active listening, writing/typing, informal communications
* Restaurant/hospitality experience (or being a “foodie”) preferred
* 1+ year experience providing customer support, by phone, email, chat, preferably in a software support environment
* Experience using current Microsoft Windows and Apple operating systems
* Knowledge of iOS and Apple Hardware
Benefits:
* Vacation: you accrue 25 days a year or 33 days for our CSR Team
* One Celebration Day per calendar year
* Private Health & Dental and Life Insurances
* Employee Assistance Program (EAP)
* Pension Fund
* Gym Discount
* Bike2Work
* Season Loan Ticket
* Reimbursable eye tests and 100 GBP contribution towards VDU glasses only
* Perkbox & Booking.com business discounts
Diversity, Equity, and Inclusion:
OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.
We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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