Customer Support Representative (Wine Jobs: Management & Administration)

Full Time

  OpenTable, Inc.

  London, England

Role Description:

Reporting to the Customer Support Supervisor, our Customerl Support Representatives will be responsible for providing support to restaurants and diners, answering complex questions on function and usage of products via telephone, email and internet. They will be the primary contact for our customers in Europe and the secondary contact for OpenTable customers worldwide with the goal of providing outstanding service.

Requirements:

Hours can vary depending on shift, and our contact centre is operating 7 days a week up to 18 hours a day. Shifts will include working weekends.

Responsibilities:

  • Answer customer and employee calls, emails, community posts, and any future form of contact we may come up with, using your personality and experience, not a script
  • Assisting customers with their technical and software related problems
  • Configuring and installing software over the phone at restaurant locations
  • Provide outstanding service
  • Know your limitations and when you should escalate or ask for advice
  • Own the resolution to the problem; don’t leave the customer hanging
  • Accurately and efficiently log all contacts in our CRM (Salesforce)
  • Train restaurant staff, encouraging greater use of the OpenTable system, as well capturing and reporting customer feedback

Experience:

  • Excellent interpersonal skills, with a passion for customer service
  • Strong communication skills: active listening, writing/typing, informal communication
  • Fluency in English plus German OR Dutch OR Spanish OR French
  • Restaurant/ Hospitality experience (or even just being a “foodie”) is a plus
  • At least a couple of years’ experience providing customer support would be ideal - preferably in a software support environment
  • Working knowledge of current Microsoft Windows operating systems
  • Knowledge of iOS and Apple Hardware
  • Working knowledge of networking protocols (TCP/IP), networking infrastructure, switching and routing is a plus, but not required
  • Experience with the use of support desk tools like Salesforce, Communities, live chat would be great

How To Apply

https://www.opentable.com/careers/customer-success/?p=job/o4KH3fwi&nl=1

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