4 février 2023
Forum talents handicap
Description de l'emploi 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. Primary responsibilities• As the first contact, the Technical Support Specialist is 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.L'expérience professionnelle Work ExperienceCustomer Service experience is requiredKnowledge in hotels, tourism or online distribution is a real bonusYou have computer skills, you like it and your entourage see you as a geekKnowledge of D-EDGE solutions is a plus.Languages : fluent English.Avantages BenefitsAttractive salary according to your profile D-Edge is Remote Friendly Unlimited access to Qare: Video consultation service with health professionals 100% free, including services not reimbursed by social security (dieticians, psychologists..)Accor Employee Rates: By entering D-EDGE you have access to the ALL HEARTIST Program which offers employee rates on all Accor hotels in the world and many other lifestyle benefits.Sports coach: 3 times a week on Zoom you can sweat and work your muscles with coach GianniIncentives, profit-sharing, savings programSwile paperless restaurant tickets: The restaurant ticket card that goes anywhereAccess to all WoJo co-working spacesSolidarity Days: 1 day per month to volunteer or help with a project of your choice: volunteer with an association, share your skills through tutoring, and more...