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Retention Specialist - Spanish Market



Barcelona, Spain
Posted on Monday, November 20, 2023
Customer Care · Barcelona Office

Retention Specialist - Spanish Market

We started Amenitiz to make technology accessible to independent hoteliers all over the world - whether they are in the heart of Paris or the Uyuni Salt Flats in Bolivia.

At Amenitiz, you’ll be working with us toward our shared vision to bring knowledge and innovation to the hospitality industry. We are committed to empowering independent hoteliers and helping them focus on what matters the most to them: crafting fantastic experiences for their guests.

Backed by some of Europe's leading investors, Amenitiz is one of the fastest-growing companies in Europe. We welcome amazing talent to join us on our mission of transforming the industry and growing while having fun!

Ready to face new challenges?

Growing fast means more opportunities for everyone. Amenitiz has ambitious expansion plans while striving for operational excellence: this could be opening to new markets, launching new features, building unique business functions, and so much more.

Our software is trusted by over 10,000 hoteliers in more than 37 countries — and this is growing fast! That's millions of bookings a year and countless people working behind the scenes to improve the life of hoteliers and guest experiences. Bring your best and enjoy the ride!

About the role

We are dedicated to preserving strong relationships with our valued customers and ensuring their satisfaction with our services.
As a Retention Specialist, you will play a crucial role in ensuring customer satisfaction and loyalty by managing churn requests, addressing bad reviews, and preventing unpaid or disputed accounts.
Your primary objectives will be to reduce global churn rate, increasing our retention rate which ultimately contributes to the company's long-term success.

Your missions

  • Managing churn requests promptly and efficiently, striving to respond to 100% of requests within 48 hours.
  • Proactively engaging with customers to prevent churn requests and address potential concerns.
  • Monitoring and addressing negative reviews on platforms like Trustpilot, Google My Business, etc., to bolster our online reputation.
  • Implementing strategies to prevent unpaid or disputed accounts, thereby mitigating the risk of potential "ghost churns."
  • Creating and implementing strategies to minimize churn rates. This might involve offering incentives, personalized solutions, or special offers to encourage customers to stay.

Your profile

  • You have a solid experience in a client facing role, ideally in the hospitality industry.
  • Exceptional written and verbal communication skills in Spanish, along with proficiency in English.
  • Problem solving abilities: you often think creatively to come up with solutions that meet the needs of both customers and the company.
  • Persistence and resilience as Retention Specialists may face challenges in convincing customers to stay.
  • A strong willingness to test, learn, and implement new processes to fulfill this mission.

Some of our favorite perks include…

  • Extensive medical, and wellness coverage to ensure you’re feeling great physically and mentally.
  • We provide Stock Options that ensure you have ownership in our success.
  • Our beautiful and spacious office is located right in the heart of Barcelona (Ronda de Sant Pere). Daily fruits, Tuesday breakfasts, Thursday after-office, Gym, and everyday sunshine and views at the rooftop.
  • We do monthly team-building activities. From sailing the Mediterranean Sea and shows like Cirque du Soleil, to poetry, cooking, or magic workshops.
  • Forget about waiting till the end of the month to get paid. Access your salary any day you want!
  • Flexible remuneration: enjoy saving on restaurants, kindergarten, transport, and training.
  • Energetic, fast-growing, and international environment (26+ nationalities).
  • One of the hottest start-ups in Barcelona, according to the WIRED
  • Eager to be inspired and learn? We will buy ANY book you want, while also having a deep library with amazing knowledge to trigger your growth.
  • Positive impact on the world: https://noos.global/en.

    With backing from investors such as Eight Roads, Point 9, Chalfen Ventures, Backed & Otium Capital, and having raised a $30M series A, we’re scaling our 10.000 hotelier portfolio, going deep on each of our five main markets, and more than anything, having a ton of fun, creating impact, and learnings along the way.

    Customer Care
    Spanish Market
    Barcelona Office
    Employment type
    Job language

    Barcelona Office

    Workplace & Culture

    Amenitiz fosters a culture of positive vibes, empowering each team member to discover their true potential. Within our team, you'll find a group of passionate, friendly, and ready-to-take-ownership people, who deliver a committed working environment.

    We endeavor to bring our best every day, leading with kindness, and building a client-first culture of success. We are ready to roll up our sleeves and leave the place better than we found it.

    About Amenitiz

    We created Amenitiz because we believe technology is the key to making success and profitability accessible to every hotelier in the world - whether in the heart of Paris or the Uyuni Salt Flats in Bolivia.

    Our mission is to build an all-in-one platform to help owners grow and manage their vacation properties by making attracting guests, managing bookings, and crafting exceptional experiences simple and easy. We invite you to be part of our growing community and help us redefine the future of online hospitality together.

    Founded in 2017
    Co-workers 250+ wonderful people
    Customer Care · Barcelona Office

    Retention Specialist - Spanish Market

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