SnapShot is the first and largest hospitality independent data processing platform, helping both enterprise and individual hospitality organizations collect, harmonize and analyze data to better manage their businesses. Almost a decade ago, our vision was to build what has now become hospitality’s premier data platform, independent of any brand or software provider. As one of the largest hospitality data processors in the world, our data platform manages transactional data of over 6,000 independent and branded hotels worldwide with over 45 different connected PMS systems, and growing. We have also built the SnapShot Marketplace, where a wide selection of hospitality solutions can be bought, built, and sold seamlessly. Our Marketplace is global, secure, and connected, and it utilizes the power of data of all sizes and sources. Join us on our journey as we revolutionize the hospitality industry through our market leading data platform.
 
As Customer Experience Specialist, you act as the key representative of the company in all interactions with both new and existing customers including key accounts, delivering high level customer experiences through technical onboarding, ongoing support and implementation of paid services. The focus of the specialist is to deliver innovative training and support solutions, offering consultative support to improve hotels’ management of their demand.
 
WHAT YOU'LL DO
  • Deliver a successful onboarding experience for all customers through assessment of internal analytics, customer intelligence and live client interaction
  • Be highly knowledgeable about the core product and associated apps and services
    Guide and train customers (users) on the use of all applications
  • Deliver high level professional user training and follow up.
  • Prepare onboarding, training materials for the customers
  • Maintain accurate and up to date internal information on the status of customer
  • Respond and appropriately escalate customer feedback for swift problem resolution and high customer satisfaction
  • Work closely with CX Automation & Product on identification, tracking and delivery of enhancement requests
  • Acts as an escalation point for the customer or operations to ensure smooth service levels
  • Identify and inform account manager of client training opportunities and potential in-house sales opportunities
WHAT WE’RE LOOKING FOR
  • Experience in a reservations or customer support call centre environment
  • Hotel reservations management, distribution or e-commerce experience
  • Strong interpersonal, persuasive and analytical skills
  • Comfortable and experienced communicating with customers through web chat and the phone
  • Ability to prioritize and manage yourself to get things done without prompting
  • Super-human problem-solving abilities
  • Ability to multi-task and adapt quickly to changes
  • A real passion for hospitality, travel and technology
  • Native or near-native English and German skills plus one additional language ideal
WHAT YOU’LL GET FROM US

SnapShot provides a challenging and creative environment with a great deal of freedom, responsibility and the opportunity to help shape the company's future.

  • A genuine start-up experience in Europe’s start-up capital and the opportunity to make a real impact on the business
  • Great office location on Berlin’s Kurfürstendamm
  • Generous compensation package
  • An individual workplace, of course as much coffee, mate and fruit as you need to get into the flow
  • Regular company breakfasts and onsite back treatment
  • Special deals with local fitness companies
  • A talented team to work with
INTERESTED?

Please send by email a recent CV and cover letter, for the attention of:
Bianca Courtenay, Head of HR and Administration, bianca@snapshot.travel


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