Customer Support Representative - Toronto, Canada - OpenTable

OpenTable

Verified Company

Toronto, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc

(NASDAQ:

BKNG), is an industry leader with a unique insight into the world of hospitality.

We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue.

Every employee at OpenTable has a tangible impact on what we do and how we do it.

You'll also be part of a global network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.

Hospitality is all about taking care of others, and it defines our culture. You'll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.

OpenTable is growing quickly so come join us and participate in the excitement The most important thing you can bring to this role is a real passion for helping people.

While there is some technical nature to the role, if you have an interest in connecting to people and the skills for logical thinking, we can teach you the rest.

If you come with some computer networking or technical knowledge, even better.

The goal is not to get the customer off the phone as fast as possible (unless that's what the customer wants).

We expect you to go out of your way to not only fix the problem, but have the customer finish the conversation with a smile and with restored faith in OpenTable.

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 customers

In this role, you will:

Have an interest (or background) in the restaurant or hospitality industry
It's certainly not mandatory, but we do appreciate any relevant experience
Start every single day with energy and enthusiasm (even if it takes a few cups of coffee to get there)
Ability to know what's right for the customers and our company, and will lobby to ensure both needs are met even if it means digging deep to find creative solutions
Love to tackle problems
You're the one your family and friends call when their electronics are acting up, or when they need help getting new devices set up
Would never lie to our clients just to make them happy
Value your integrity, and respect the trust our customers place in OpenTable's products and brand.
Enjoy the flexibility and challenges that come with a script free environment
You use your experience and personality to provide excellent service
Ambitious in your career
Downtime means you get to learn something new, or find a better way to do something, rather than just sitting around
Thrive on the opportunity to continually grow and improve
You are not only receptive to feedback, but you actively seek it, and look for ways to implement it

Role Description:

Requirements:

Shifts will begin typically no earlier than 5:00 am PT and end no later than 10:00 pm PT, so overnight work will be required.

During peak times/seasons, we may request that you work some overtime, but we'll always plan ahead to accommodate schedules as best we can.

If a regularly scheduled working day falls on a holiday, you may also be required to work, at an increased hourly rate.

During peak times/seasons, we may request that you work some overtime, but we'll always plan ahead to accommodate schedules as best we can.

If a regularly scheduled working day falls on a holiday, you may also be required to work, at an increased hourly rate.

Responsibilities:

Provide outstanding service
Know your limitations and when you should ask for assistance
Own the resolution to the problem; don't leave the customer hanging
Accurately and efficiently log all contacts in our CRM (Salesforce)
Excellent social skills, with a bias towards customer service
Strong communication skills: active listening, writing/typing, informal communication
Speaking, reading and writing in English + French, or English + German is required
Restaurant/ hospitality experience (or even just being a "foodie") preferred
Experience using current Microsoft Windows operating systems
Knowledge of iOS and Apple Hardware
Experience with the use of support desk tools like Salesforce, Communities, live chat
Proficient in English + French, or German

Diversity, Equity, and Inclusion:

OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming.

Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners.

Representation matters.

"Remote Work Allowed"

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