14 Sep, 2020

Customer Success Specialist - German Speaking

  • Guestline
Full time Customer Service

Job Description

About the opportunity


If your heart is in hospitality, then we'd love to hear from you!


We’re looking for a dynamic and innovative hospitality specialist to join our growing team in Munich. You’ll be someone who is determined to get great results  and has our customers very best interests at their core, and because you already love our industry, you’ll take pride in helping everyone you work with. As you’re used to working with booking software and delighting your guests, you’re already halfway there to being our next Customer Success Superhero!


Working from our new Munich office right in the City Centre, you'll be responsible for all aspects of support to Guestline’s growing collection of wonderful hoteliers. As an multichannel team this support is provided 365 days a year ensuring that our customers always have someone there to guide them when in need. And as a go-to member of our brilliant Support Team you’ll have the knowledge and customer service talents to support both our customers and our Guestliners with any queries you’re faced with.


The ideal candidate should have held a reservations or front office position within the hotel industry or have recently completed a hospitality focused degree. Previous working knowledge of reservation software is a plus.


Key responsibilities


  • Providing the very best customer experience to hoteliers using your own hospitality experience to work with them as you help to solve the problems, they are faced with. Your previous experience will shine through as you’re able to talk to customers clearly about their issues as if you’ve been there and faced that!
  • You’ll be consulting with customers on all aspects of their hotel ecosystem and how this integrates with our award-winning software
  • Investigating and completing queries raised by customers, Guestliners, and 3rd parties with a high level of accuracy and detail. You’ll do this by being curious, super organized and delivering timely updates as you resolve each query
  • Working closely with our second line and third line teams to solve complex customer queries and learning a thing or two about code and our software along the way
  • As a solutions expert, you’ll contribute and update our Guestline University and knowledge portal for hoteliers to learn and research queries on our applications



Additional skills that would be beneficial


  • Your communication skills are second to none, whether this be your written skills which allow you to keep people in the know or your verbal skills which keep colleagues and customers onboard with updates and any progress made
  • You can work autonomously and once given a project or a task you can tackle the bulk of it taking input and feedback from others when needed but making it your own through to a successful conclusion
  • You’re really organized, you use super-efficient processes and you know how to multitask seamlessly
  • You’re great with people and you understand how to get the best out of others, delivering a message right and influencing across customers, different teams, and 3rd parties alike
  • You’re unwaveringly customer-focused and you put a customer lens on all that you do. You easily understand the problems of our target customers and translate them into actionable insights
  • You’re Tech- savvy but whilst you don’t need to be able to code, we like our Guestliners to be tech-savvy enough to understand the nuances and workings of our technologies and have a sound working knowledge of Microsoft packages


 About you


  • You’re bold and prepared to drive change – you use learning techniques, soft skills and lead by example to inject new ways of thinking wherever needed and you’re not adverse to trying new things in order to deliver the best possible service
  • You’re kind – one of our most important attributes in a Guestliner, you’ll go out of your way to help others and feel proud when others around you succeed
  • You relentlessly think Guest – thinking of the Guest comes second nature to Guestliners, we put a customer lens on all that we do
  • You’re fluent in German and English (both written and spoken) – you’re going to be working with Guestliners both in Germany and in the UK so expect to be changing from German to English at any moment


About us


At Guestline, we craft thoughtful products that help hoteliers effortlessly welcome and manage their guests.  We’re central to the lives of thousands of hotels and their fantastic staff around the world, our users interact with our software in many areas of their working day and we’re here to make their lives more enjoyable, more productive and to help them provide a better service to their guests. It’s this relationship that we help build between Hotels and their guests that mean we have vast scope for innovation, disruption, and enhancement every step of the way.  


Our diverse team is filled with bold, ambitious, and creative minds, spread across five countries, we’ve quickly grown to over 200 people. As a 25-year-old company with deep and long-standing relationships, our history guides us and gives us great position in the market, but it’s our innovation and international expansion that will keep us successful.  


Our growth has been fuelled by investment from Riverside PE, a leading US Private Equity firm who have a strong track record in supporting disruptive ambitious businesses to become market leaders.  


What we can offer  


We offer a great and international place to work including an attractive benefits package depending your experience.


  • A permanent employment contract in an innovative company
  • Competitive salary and 30 days of holiday
  • Working from home available
  • Agile team with flat hierarchies
  • A friendly and open working atmosphere
  • Free drinks, coffee, fruit


Equal Opportunity


The best ideas are often the least expected and require new ways of thinking; that’s why our teams at Guestline are made up of broad range of talented people. We are proud to be an equal opportunity employer. We do not discriminate based on race, ethnicity, colour, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status.


Data Privacy

Personal information about unsuccessful candidates will be held for 12 months after the recruitment exercise has been completed, it will then be destroyed or deleted. We retain de-personalised statistical information about applicants to help inform our recruitment activities, but no individuals are identifiable from that data.


Once a person has taken up employment with Guestline, we will compile a file relating to their employment. The information contained in this will be kept secure and will only be used for purposes directly relevant to that person’s employment. Once their employment with Guestline has ended, we will retain the file in accordance with the requirements of our retention schedule and then delete it.


Remote (if apply)