Head of Customer Service in Berlin bei HRS

DESTINATION SOLUTIONS AS A COMPANY

At Destination Solutions we believe there’s a smarter way for hosts, property managers and DMOs to maximize the performance of their rentals. So, as a travel tech company, we’ve created an end-to-end holiday rental platform. We’re the leading aggregator in the DACH region. We bring properties online and distribute them on our unrivalled marketplace with over 600 channels, from big OTAs to smaller regional partners, we’ve got them all covered. We offer a full-service with an intuitive suite of next generation solutions, with everything from property management, payment solutions to channel management, revenue optimization, and handling of guest relationships. It’s how we’re shaping holiday rentals - through our platform, our people and our partnership approach.

Destination Solutions is part of the globally acting HRS Group. HRS is reinventing the way businesses and governments work, stay and pay in today’s dynamic global marketplace. HRS’ advanced platform technology is extending its reach beyond hospitality to meetings, office space management, payment efficiency and crisis recovery.

More information at https://www.ds-destinationsolutions.com/

POSITION

The Head of Customer Service (all genders) is a key strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service and strategic development of operational requirements to deliver key service outcomes for customers in a B2B environment. The role has significant levels of responsibility and accountability for operational delivery, for both the Customer Support and Onboarding Teams.

CHALLENGE

• Lead and develop the operational team to enhance performance by setting clear accountable performance measures
• Create a culture and processes which achieve the business goals and objectives
• Improve Customer Satisfaction and use Customer Metrics to measure performance
• Reduction of the cost to serve
• Identify new tools and technologies to better serve the customer
• Drive customer satisfaction
• Use Customer Insight and Analytics to identify companywide improvements
• Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
• Work effectively with all peers and the board/stakeholders Commercial and Finance, Marketing, Operations to negotiate and influence customer improvements
• Continually develop improvements and embed successful change projects
• Drive quality and consistency
• Partner with Client relations and Sales to optimize existing Client profitability through business planning and collaboration

FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH...

• Extensive experiencing of managing operational customer service teams
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
• Proven Management and/or relationship management experience at a senior, strategic level role. Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment
• Able to interpret MI/BI and develop strategy and make recommendations
• Demonstrate ability to motivate and communicate with others at all levels
• Excellent communication and negotiation skills
• Able to adapt and succeed in a changing environment
• Evidence of well-developed leadership skills
• Hands on approach to solving issues and getting things done
• Written and verbal fluency both in German and English

PERSPECTIVE

We hire the most likely to win and develop to become the best. You will grow with us in a highly attractive market both personally and professionally throughout this unique journey. You will actively contribute to making our products and solutions for the customer better, smarter and more sustainable.
Our entrepreneurial driven environment of full ownership and execution focus offers you the playground to contribute to a greater mission.