About the job

* Brief description: We are looking for a Customer Care Agent with at least 2 years of experience as a first-level support agent in the tech industry, preferably in SaaS and B2B companies. 

* This role is perfect for you if you are: : Customer centric - Proactive - Non-conformist (always seeking to improve processes and quality) - Clear communicator - Team player - Flexible and resilient.

* Minimum requirements: 

• Experience in Revenue Management: candidates will have at least 2 years of experience in a revenue management position within the hotel industry. Knowledge of RMS is a plus.

• Empathy and experience handling customers’ inquiries: This role requires a high level of empathy to understand the hoteliers’ problems and to provide them with value-added solutions in every interaction. Our end goal is positioning BEONx as the best Revenue Management System.

• Spanish and English are mandatory: Our working language is English and the language of our clients is mostly Spanish.

* Location: 100% Remote (we don't care where you are located, but the schedule will be, taking UTC Madrid, mornings from 08.00AM to 16.30PM to give especially, but not exclusively, coverage to our market in Europe & Asia). You can also work from our offices in Spain (Madrid or Salamanca).

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Who are we?

We are BEONx, a Hotel Tech startup that was born 10 years ago with the vision of transforming the hospitality sector through Big-Data and Artificial Intelligence technologies in the cloud, facilitating and optimizing pricing and inventory decisions.

We work with leading national and international hotel chains and the trust they place in us inspires us to continue working and tirelessly evolving our product and service.

We firmly believe in what we do, but above all we believe in the people who make it possible: our team. We are 60 passionate people working at BEONx and we are excited to continue growing our team of super talented people.

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How do we work?

As a startup we focus on solving a unique problem: optimizing hotel revenue.

Specifically, in the Customer Care department, we have several clear guidelines:

* Excellence in service: We offer a line of support for our customers. Our team offers first in class service, and we are proud of our high quality standards. Our stakeholders are large hotel chains Directors,  Country Revenue Managers and Managers of Top TierHotel Groups.

* Customer focused: We are always ready to walk the extra mile for our customers. Customer satisfaction is one of our key metrics. Our aim is to exceed our customers expectations every time we interact with them. 

* Team work: We have an amazing product and great customers, but our team is definitely our secret weapon. We truly believe that success can only be achieved by working together with an open, honest and direct communication within our teams.

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What tasks will you be responsible for if you join our team? 

In short, BEONx is looking for a dynamic, proactive and committed person to join its Customer Care team. This role includes giving advice, resolving doubts and solving incidents in the use of our products to our customers, as well as facing the constant challenges that the hotel sector is posing by providing the knowledge to offer solutions that go beyond the expectations of customers and cause a wow experience.

Here is a list of some of the responsibilities for this role:

• Offer first line support to our customers with a high level of quality and following our processes. 

• Handle several support channels: phone, mail, live chat.

• Provide internal support to other BEONx departments.

• Work in a fast and efficient way. You’ll get a lot of tickets throughout the day and you’ll need to comply with our internal and external SLAs.  

• Carry out internal quality audits to confirm everything is working as expected. 

• Propose ideas and suggestions for improving the service (new ways of doing things, changes in procedures, reformulation of routines, etc.). 

• Work with our internal teams (Customer Success, Onboarding, Product, Tech) to identify bugs and collaborate to solve them.

• Identify upgrading and upselling opportunities to generate qualified leads for our Customer Success and Sales teams.

• Become an expert in our products and train our customers to help them become experts too (demos, webinars, live training sessions).

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What do we offer?

We offer you the possibility to join our team of fun, super smart and amazing people.

At BEONx you will find a place where you can grow and  develop your career with the following benefits:

• Full-time contract.

• Remote work - We also have offices in Madrid and Salamanca, in case you prefer working from an office. An environment of trust and free communication where you are encouraged to participate in discussions and contribute with your ideas.

• A culture of feedback and continuous learning - we try not to make mistakes, but we also know that they are a great source of learning.

• You'll work with a star-studded team that you'll learn from and have fun while we help you grow professionally.

• 22 days of paid leave + your birthday (so you can celebrate accordingly).