OpenTable is hiring a

Customer Support Representative - Bilingual (English/German)

London, United Kingdom
Full-Time

The most important thing you can bring to this role is a passion for helping people. We expect you to go out of your way to fix a problem, plus have the customer finish the conversation with a smile and a restored faith in OpenTable. You will be supporting both restaurants and diners, so there is no script that can accomplish this - our customer base is diverse so you’ll need to be able to adapt to their various styles accordingly. You will become our best marketing tool, and will help foster a prosperous relationship with both our restaurants and diners.

There is a technical element to the role and you’re the resident expert for many of our popular products, with a desire to ensure our customers have properly working systems. To do this you must have the ability to install, maintain and troubleshoot hardware and software, as well as connect our OpenTable products with other systems. You must be able to multitask across systems and applications, analyse and resolve a variety of complex technical issues and comfortably navigate a Mac and PC environment. You will need to comfortably interface with multiple organisations throughout our company, and concisely explain concerns when escalating assistance from those partners. Bottom line, you genuinely want everyone you engage with for OpenTable to have an incredible customer experience!

Requirements:

Hours can vary depending on shift, and our contact centre is operating 7 days a week up to 18 hours a day, were people work a standard 40 hour week.

Responsibilities:

  • Answer customer and employee calls, emails, community posts and livechats, 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 progress of all problem queries, and keeping the customer informed
  • 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
  • DSL and network troubleshooting, including outbound and follow-up phone calls

Experience:

  • Excellent interpersonal skills, with a passion for customer and technical service
  • 2+ Years of professional troubleshooting experience
  • Proven technical ability in solving problems with both hardware and software
  • Ability to effectively prioritize workloads; time management a must
  • You are friendly, empathetic, and passionate about delivering amazing customer success
  • You are equally motivated to finding the best solution for a technical issue as you are about ensuring each customer feels special
  • Restaurant/ Hospitality experience (or even just being a “foodie”) is a plus
  • Working knowledge of current Microsoft Windows operating systems, as well Apple OS and iOS
  • Working knowledge of networking protocols (TCP/IP), networking infrastructure, switching and routing is a plus
  • Knowledge in SQL, mySQL/Postgres/relational databases, HTML, Win/iOS, Salesforce or JIRA would be beneficial
  • Experience with the use of support desk tools like Salesforce, Communities, live chat would be great
  • Technical degree(s) and/or certification(s) beneficial 
  • Must be able to fluently speak, read, and write in English and German
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