Customer Onboarding Specialist

TL;DR

Customer Onboarding Specialist: Responsible for setting up, training, and ensuring the success of hirify.global's APAC customers with their hotel commerce platform products, with an accent on delivering high-standard customer training and managing customer issues. Focus on qualifying customer requirements, preparing for core product implementation, and establishing customer expectations effectively.

Location: Hybrid in Manila, Philippines. Training sessions are completed via video for APAC customers.

Company

hirify.global is the world's leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries.

What you will do

• Qualify customer requirements and prepare customers for core product implementation.
• Deliver a high standard of customer training on hirify.global products via telephone or Skype.
• Clearly communicate hirify.global's support procedures to customers.
• Take ownership of customer problems, identifying and resolving issues before they become conflicts.
• Manage daily caseloads effectively, ensuring customer progression through the onboarding lifecycle.
• Establish and deliver against customer expectations, individual KPIs, and team SLAs.

Requirements

• Ability to qualify customer requirements in a courteous and effective manner.
• Experience delivering a high standard of customer training.
• A self-starter with the ability to multi-task, manage time, and work under pressure.
• Experience working within an SLA and KPI driven environment.
• Thrive in a fast-paced, agile, and dynamic environment.
• Passion for providing and striving for a positive customer experience.

Culture & Benefits

• Equity packages to be part of the hirify.global journey.
• Hybrid working model (in-office & from home) / Fully remote options.
• Mental health and well-being initiatives.
• Generous parental (including secondary), birthday, study, and volunteering leave every year.
• Sponsored social clubs, team events, and celebrations.
• Investment in personal growth offering training for advancement.
• Employee Resource Groups (ERG) to connect and get involved.