ABOUT D-EDGE :
Have you ever booked a hotel online ? Then you’ve probably used D-EDGE without knowing it.
Every day, we help more than 17,000 hotels worldwide to develop their online visibility and sales through a range of SaaS and digital marketing solutions. Amongst the 480 D-EDGERs, the R&D team is made up of a hundred or so enthusiasts who are reinventing hotel booking for both the traveller and the hotelier.
As a subsidiary of the Accor group, D-EDGE simplifies the life of independent hotels and hotel chains alike.
ABOUT THE TEAM :
The team purpose is to provide technical support helping customers within the D-EDGE Suite of products. The team is the first point of contact for customers’ technical requests.
The agent must be able to handle any type of support requests on how to use our products and manage technical requests both to find the origin of the problem and to solve it, within the limits of their capabilities and available tools.
Basic technical issues can include things such as overbookings, price or inventory problems, etc.
A solution must be provided to customers in the shortest possible delay and as understandable as possible.
Mission
As the first contact, you will be in charge of answering incoming phone calls
Create / Take ownership of cases in Salesforce proactively
Investigate & solve customers’ issues in the shortest possible delay
Provide prompt, professional and customized assistance to clients seeking advice on the use of D-EDGE products
Increase knowledge, awareness, and autonomy of clients on the use of these products;
Manage clients’ complaints concerning the issues with our suite of tools
Resolve product issues by understanding, determining the cause of the problem, selecting and explaining the best solution to solve the problem
Once all checks are done, collect all needed info in order to escalate unresolved cases to higher level
Train, mentor and shadow Junior colleagues, use acquired experience and knowledge to guide the junior agents.
WHAT WE OFFER :
… and welcome to D-EDGE ! :)
Please be aware that we will be asking for work references.
D-EDGE is an equal opportunity employer. We do not discriminate based on : race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.
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