Customer Care & Operations Executive – APAC @ OTA Insight in Singapore

OTA Insight

+44 20 3095 2727

Job description

At OTA Insight, we’re helping the hospitality industry with our BI solution to visualise and leverage its data in the most simple way so that they can optimise their revenue, distribution and marketing decisions.

This year is our 10 year anniversary and it is a big one! We raised a series B funding and have welcomed two companies to our organisation. With 385+ people, representing 36 nationalities living in 30 different countries, we are a fun, collaborative and committed team that works hard to achieve amazing results. Ready to take off and join this rocketship in revolutionising the hotel sector?

We are expanding our team and are looking for a Customer Care and Operations Executive to support our Customer Care team. Our Customer Care team advises and guides our wide array of customers as they map any number of business needs to OTA Insight. We are the faces of OTA Insight – genuinely compassionate, strategic-minded, organized and dedicated. Fulfilling this role means you are entrusted with the relationships, and product health. A Customer Care and Operations Executive is an experience-maker for our customers – passionate about working with a variety of hotels to make OTA Insight the common thread that transforms their business.

What you’ll do:

  • Educate and empower our users to help them achieve the most out of the OTA Insight products by engaging with them, listening, understanding their needs and providing 1-1 training where necessary

  • Respond, investigate and resolve cases logged by customers via chat or email in a timely manner

  • Help customers adopt and optimise their use of OTA Insight efficiently

  • Prepare supporting material and product user manuals

  • Collaborate with Business Development teams on internal questions and set-ups

  • Collaborate with Product team to ensure client feature requests are represented on the roadmap and expectations with users are managed accordingly

  • Escalate issues or bugs with Engineering team

  • Communicate technical concepts across stakeholders of varying technical ability

  • Where necessary identify shortfalls in the process and procedures and suggest process improvements

Job requirements

  • You are tech savvy and proficient with Microsoft Office (Excel, Word, Powerpoint) and Google Apps

  • You’re fluent in English,  other languages are a plus

  • You think ahead, see problems coming, and have demonstrable experience rolling up your sleeves and tackling issues before they present themselves

  • You have a tremendous work ethic, laser focus, passion, and dedication

  • Excellent analytical, reporting, data manipulation, dashboard creation, and Business Intelligence skills

  • You have exceptional written communication skills