Yanolja Cloud Solution Pvt. Ltd. (YCS); formerly eZee Technosys, is a global end-to-end hospitality technology provider specializing in solutions for small and medium-sized accommodation businesses.
With more than 450+ Team members and 17+ years of experience, YCS currently has 33,000+ customers in over 170 countries, with 50+ supported languages in our software, and a 24/7 support network to match.
We have a Local team in 15+ countries including India, Thailand, Indonesia, Philippines, Sri Lanka, South Africa, Tanzania, Uganda, USA, and counting.
Profile Overview:
Customer-centric professional with 2+ years of experience in client-facing roles, specializing in onboarding, training, and providing comprehensive support. Proven ability to build strong relationships and deliver exceptional service.
Technically proficient with a strong understanding of software products and the ability to troubleshoot issues effectively. Adept at analyzing needs, identifying solutions, and ensuring client satisfaction in a fast-paced environment.
Team player with excellent communication and collaboration skills. Eager to contribute to a dynamic team and drive customer success within the hospitality industry or related sectors.
Roles & Responsibilities
Coordinate the onboarding process for new clients, ensuring a smooth and efficient transition onto our platform.
Conduct in-depth needs analysis with clients to understand their requirements and customize solutions accordingly.
Provide comprehensive training to clients on using our products and services effectively.
Respond to client inquiries promptly and resolve issues to ensure high levels of customer satisfaction.
Build strong relationships with clients, becoming a trusted advisor for their ongoing needs.
Maintain an in-depth understanding of our products and services to offer expert advice and support.
Actively gather client feedback and communicate insights to the product and development teams for continuous improvement.
Troubleshoot technical issues faced by clients and collaborate with the technical team to provide effective solutions.
Maintain accurate records of client interactions, issues, and resolutions in the CRM system.
Key Competencies for the Role:
Client Onboarding and Training: Expertise in coordinating smooth onboarding processes, conducting needs analyses, and delivering comprehensive training on software products and services.
Technical Acumen: Solid understanding of software products and the ability to troubleshoot technical issues effectively.
Customer Relationship Management: Proven ability to build and maintain strong client relationships, acting as a trusted advisor and ensuring high satisfaction levels.
Problem-Solving and Analytical Skills: Adept at identifying, analyzing, and resolving client issues promptly and efficiently.
Communication and Interpersonal Skills: Excellent written and verbal communication, with the ability to convey technical information clearly and concisely.
Collaboration and Teamwork: Experience working effectively with cross-functional teams to achieve shared goals.
Adaptability and Flexibility: Ability to thrive in a dynamic environment and adjust to changing client needs.
Industry Knowledge: Familiarity with the hospitality industry, hotel tech companies, and OTA companies is a plus.
Requirements:
Bachelor's degree, Technical Degree shall be preferred.
Minimum of 2 years in a customer-facing role, such as customer support, account management, or client onboarding.
Must have Laptop and a proper Internet connection
Should read, write, and speak English and regional languages.
Strong technical acumen to understand software products and effectively troubleshoot issues.
A passion for delivering exceptional customer service and building lasting relationships.
Proven ability to identify, analyze, and resolve problems in a timely manner.
Ability to work in a dynamic and fast-paced environment, adjusting to changing client needs.
Ability to collaborate effectively with cross-functional teams.
Experience working in the hospitality industry, hotel tech companies, and OTA companies is preferred.