Job Description

Position based at WeWork Ville Marie, Montreal

Who are we?

Dayuse opens the doors of hotels during the day to live life to the fullest. Upgrade your daily routine, share special occasions or live in the moment: there are as many possibilities as there are hotels to discover for a few hours, close to you! Transforming hotels into living spaces is Dayuse's aim, while making this new lifestyle trend increasingly more accessible in 26 countries with over 7,500 hotel partners. The global platform for booking daytime hotel experiences has generated nearly half a billion dollars in business for its partners since its inception.

Who do we need?

Our Customer Care Department is looking for a dynamic, motivated Customer Care Specialist based in our office in Montreal to contribute to the development of our presence across our European market. This role will ensure day-to-day business relationship management between both partners (B2B) as well as clients (B2C) and include the following:

Liaise between the guest and hotels: modification of reservations, handling special requests and inquiries by phone and e-mail Coordination of reservation requests including eventual book-out situations Processing reviews, complaints, and claims via several online tools and CRMs Deliver a high level of guest satisfaction management (we offer a 100% response service) Moderation of hotel partner exchanges (availabilities, new property pictures, offer improvement etc.) Constant collaboration with account managers to optimize and improve the performance of a vast partner portfolio Building productive commercial relationships with accommodation partners across multiple markets and cities around the world: from Italy and beyond!

So if :

You are fully fluent English and French You have experience/familiarity with North American business culture You have an excellent communication and sense of diplomacy Hospitality experience desired: front desk, guest relations, or reception is ideal You are ease with internet tools including Google Suite, Microsoft Office, Excel etc You are dynamic, reactive, and able to prioritize busy workloads

You'll get :

Contract: Full time permanent position (CDI) fixed compensation variable compensation Start: ASAP Schedule: Shift hours: weekends until 6 pm (1/2 month) and weekdays until 6 pm or 9 pm depending on the shift Days off: one month: 2 days during the weekends and the other month: 2 weekdays, depending on the shift Location: Montreal Remote working 2 days/week after 6 weeks ideally but open to full remote The package includes a comprehensive healthcare plan Career opportunities in a fast-paced, rapidly growing environment!

Recruitment process

HR Call Interview Interview with Head of Customer Care Language test in English and French
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Poste base a WeWork Ville Marie, Montreal

Qui sommes-nous ?

Dayuse ouvre les portes des hotels en journee pour profiter pleinement de la vie. Ameliorez votre routine quotidienne, celebrez des occasions speciales ou vivez l'instant present : les possibilites sont aussi nombreuses que les hotels a decouvrir pour quelques heures, pres de chez vous !
Transformer les hotels en espaces de vie, c'est l'ambition de Dayuse, tout en rendant ce nouveau mode de vie toujours plus accessible dans 26 pays, avec plus de 7 500 hotels partenaires.
La plateforme mondiale de reservation d'hotels en journee a deja genere pres d'un demi-milliard de dollars de chiffre d'affaires pour ses partenaires depuis sa creation.

Qui recherchons-nous ?

Notre equipe Service Client est a la recherche d'une

Customer Care Specialist

dynamique et motivee pour rejoindre notre bureau de Montreal, et contribuer au developpement de notre presence sur le marche europeen.

Ce role implique la gestion quotidienne des relations commerciales, aussi bien en B2B (avec les partenaires hoteliers) qu'en B2C (avec les clients) et comprend les missions suivantes :

Faire l'interface entre les clients et les hotels : modification de reservations, traitement des demandes specifiques et des questions par telephone et par email Coordination des demandes de reservation, y compris les situations de delogement eventuelles Traitement des avis, reclamations et demandes via differents outils et CRM Garantir un haut niveau de satisfaction client (nous repondons a 100 % des sollicitations) Moderation des echanges avec les partenaires hoteliers (disponibilites, mise a jour des visuels, optimisation des offres, etc.) Collaboration etroite avec les Account Managers pour optimiser la performance d'un large portefeuille d'hotels partenaires Creation de relations commerciales solides avec des etablissements dans plusieurs pays et villes du monde -- a commencer par l'Italie, et bien plus encore !

Profil recherche :

Vous etes parfaitement bilingue anglais / francais Vous avez une bonne connaissance de la culture professionnelle nord-americaine Vous etes dotee d'un excellent sens de la communication et de la diplomatie Une experience en hotellerie est souhaitee : reception, relations clients, front desk idealement A l'aise avec les outils numeriques : Google Suite, Microsoft Office, Excel... Dynamique, reactifve, capable de gerer les priorites dans un environnement intense

Ce que nous proposons :

Type de contrat : CDI a temps plein Remuneration : fixe + variable Demarrage : des que possible Horaires : travail en shifts - jusqu'a 18h le week-end (1 semaine sur 2), jusqu'a 18h ou 21h en semaine selon le planning Jours de repos : un mois sur deux, deux jours de repos en semaine ou le week-end selon les shifts Lieu : Montreal Teletravail possible 2 jours par semaine apres 6 semaines (a discuter si 100 % teletravail souhaite) Couverture sante complete incluse Opportunites d'evolution dans un environnement dynamique et en forte croissance

Processus de recrutement :

Entretien telephonique RH Entretien avec la Responsable Service Client Test de langue en anglais et en francais
In compliance with GDPR regulations in place, DAYUSE commits to only collecting information relevant for recruitment purposes and retaining this information for a finite period of time. By applying for this job offer, the candidate agrees to give his legal consent for the transmission of his personal information.

Job Type: Full-time

Pay: $45,000.00-$50,000.00 per year

Additional pay:

Bonus pay
Benefits:

Commuter benefits Extended health care Profit sharing Work from home
Schedule:

Weekends as needed
Application question(s):

What are your salary expectations ? When are you available to start ?
Work Location: In person