Client Support Specialist Intern

About us:

Want to join a company on the cutting edge of technology and travel? Want to be part of a fantastic and fun company that’s revolutionizing the online travel advertising space?

Built on a decade of expertise analyzing the complete traveler path to purchase, Sojern drives travelers from dream to destination. The company delivered $13B in bookings for its clients to date by activating multi-channel branding and performance solutions on the Sojern Traveler Platform.

Recognized on the Top Company Cultures list by Entrepreneur Magazine, Sojern is headquartered in San Francisco, with teams based in Dubai, Dublin, London, Omaha, and Singapore.

The Role:

Sojern is seeking a Client Support Specialist Intern to join our growing Client Success team in the EMEA region. We are looking for someone who wants to work in a fast-paced, innovative company, and is passionate about putting the customer first. This role will work closely with our hotel and attractions partners spread across multiple countries, giving the successful candidate experience working with a broad range of experience with clients across Europe, Asia, Middle East and Africa.

This role requires a strong focus on delivering world class service to our clients and helping them achieve their objectives through adoption of our products and services. To succeed, you must work well with people, be comfortable making data-driven decisions, and have a strong drive to learn!

Responsibilities:

• Manage support issues on a daily basis, including resolving client queries relating to our suite of products, troubleshooting issues such as billing or account setup, coordinating between support teams to resolve tickets.

• Handle escalations with internal teams

• Demonstrate excellent customer communication skills over email, video and phone.

• Drive overall customer product adoption and education, advocate for clients’ success, and mitigate risk of customer churn

• Provide high-quality service to drive positive NPS and CSAT scores

• Partner closely with internal teams on day-to- day operational processes

What you bring to the table:

• A keen interest in troubleshooting & resolving client queries in an efficient and customer-first approach

• Strong communication skills with the ability to comfortably interact with cross-functional partners

• Strong organisational skills, with the ability to handle multiple workflows at once

• Analytical ability to identify key results and critical solutions that support campaign & business objectives to produce successful campaigns

• Willing to wear multiple hats and roll up your sleeves to get the job done

• Great with people – ability to work comfortably with many internal and external teams.

What we have for you:

• Flexi-Fridays: No internal meetings and shut down at Noon every Friday
• Flexibility: Remote and hybrid work options, so our team can enjoy flexibility and do their best work regardless of location
• Sojern Gives Back: We regularly organize office volunteer programs with local charities and organizations, as well as provide 40 hours of paid time per year to volunteer
• Culture: Strong core business values, focus on teamwork, vibrant, social and fun environment
• Recognition: We use Bonusly to allow our team to recognize performance and teamwork #deliver-wow #win-as-a-team
• Wellbeing: We take a whole-person approach to your wellness with Spring Health mental health benefits, a Wellness Coach, and Employee Assistance Programs

Our Commitment to Diversity Equity and Inclusion:

At Sojern, we work to create a brave space that seeks out, embraces, and promotes diverse thoughts, beliefs, and experiences of Sojernistas globally.

We are building a workforce that represents the customer base we are serving and the world we live in. A diversified workforce is an innovative workforce. Just as there is no one archetype traveler, there is no one archetype employee. We foster diversity and inclusion across the company, actively seeking to amplify underrepresented voices and apply diverse perspectives to ensure products, policies, and programs are relevant for our employees and clients alike.

Embracing our differences and celebrating them moves us towards our goal of making travel inclusive of all. Sojern has over 15 employee-led Affinity Groups, including Embrace Inclusion, So-Proud, Sojern Women's Group, Sojern Gives Back, and more, which are the core of our culture, fostering belonging, inspiring learning, and creating opportunities for all Sojernistas across the globe.

At Sojern, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, gender orientation, sexual orientation, age, marital status, veteran status, or disability status.

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