Market Support Executive
2 weeks ago
**ABOUT US**:
Hostelworld Group, the global hostel-focussed online booking platform, inspires adventurous minds to meet the world and come back with life-changing stories to tell. Our customers are not your average tourists, they crave cultural connection and unique experiences that we make possible by providing an unbeatable selection of hostels in unmissable locations - all in the palm of their hand.
It is the social nature and community feel of hostels and their environment, that enable travellers to embrace journeys of discovery, adventure and meaning. We have more than 13 million reviews across 17,800 hostels in more than 179 countries, making the brand the leading online hub for social travel. The website operates in 19 different languages and our mobile app in 13 languages.
Founded in 1999 and headquartered in Dublin, Hostelworld has a growing, high-calibre team of 230 people within Technology, Product, Global Markets, HR, Finance & Legal and Marketing Teams across our Dublin, London, Porto, Shanghai and Sydney offices. Hostelworld is listed on the London Stock Exchange and Dublin Euronext. You can read more about our story here.
**LOCATION**:
*** WHO YOU'LL WORK WITH****:
This position supports the business to identify a wide range of opportunities to increase our market share & revenue across our identified key cities. The role will be based in Bangkok, Thailand where we have an experienced team that will help to bring our mission alive in every corner of the world. The primary function of this role is to build on our reputation for the delivery of the ‘Best in class’ online hostel support. Alongside Service Excellence you and the team are responsible for ensuring that our property’s content is of exceptional quality and that their rating is in keeping with our standards.
**Key metrics**:
- Service levels & response time to our property partners and customers
- Successful delivery of Market Team OKR’s (100% or greater of target)
- Query to Booking Reduction based on future enhancements; front end or back end
- Content & Translations Management - e.g. review monitoring, quality control of micro sites across English and other Asian languages
- Proactive use of communication tools, with constant test and learn (bots, chat, helpdesk etc.).
**WHAT YOU'LL DO **:
- Work with Customer Service Team and Market Specialist, where needed, to resolve customer related queries
- Clear communication and reporting to Team Lead on action items and outstanding issues
- Assist with market and competitor analysis as required.
- Ongoing observation/ monitoring of ratings and reviews ensuring they are in-keeping with our policies and processes
- Support the market team in the delivery of hostel images, content and languages that exceeds base quality score metric
- Ability to work on own initiative, identifying where improvements could be made within current processes
- Ability to work to a roster where weekends and shift work are required.
**WHAT WE’RE LOOKING FOR**:
- Minimum of 1 years’ experience in an online ecommerce support environment
- Expertise and a proven track record in support and customer service
- Highly motivated self-starter with excellent organisational skills
- One of the Asian languages such as Thai, Vietnamese, Indonesian, Chinese, Japanese, Korean and English language skills are a core skill requirement.
- Driven team player with excellent communication, interpersonal and customer service skills
- Passionate about the delivery of excellent B2B service and support.
**WHAT WE OFFER**:
- Competitive salary & benefits
- Enhanced annual leave plus 3 Wellbeing Days per year
- Paid family leave (maternity, paternity, surrogacy & adoption)
- Agile working (plus a Working from Abroad Policy)
- Support for your ongoing growth & development
- Inclusive people policies (sickness, menopause, compassionate and fertility leave)
- A chance to give back to your local community with 5 paid volunteering days
**OUR BEHAVIOURS***:
- **Grow others**:
- We fundamentally believe that investing in growing others benefits everyone, whether it's helping them develop hard or soft skills. We want learning and growing to be part of our DNA to help makes us a better team, together.
- **Master it** - We are obsessed with our area of expertise and enjoy developing our skills. We rarely take things at face value; we investigate, interrogate, and always look for ‘the why,’ and wherever possible, we use data to find the best solution.
- **Collaborate** - We are in it together, for the tough stuff and the celebrations too. To achieve the best results, we need expertise from all areas of the organisation, and we wholeheartedly welcome diverse thinking.
- **Adapt**:
- We work fluidly, adapting to new information and the evolving environment while staying committed to our goals. Innovation and experimentation fuel our projects and we’re never afraid to pivot.
- **Deliver** - Our focus is always on the end result; we valu
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