Shiji Group provides software solutions and services for the hospitality, food service, retail and entertainment industries, ranging from hotel management solutions, to food and beverage and retail systems, payment gateways, data management, online distribution and more.

Founded in 1998 as a network solutions provider for hotels, and later changed to a software provider for the whole consumer market, Shiji Group today comprises 5,000 employees in 80+ subsidiaries and brands, serving over 91,000 hotels, 200,000 restaurants and 600,000 retail outlets.

Shiji is committed to connecting the global business of hospitality. We provide an integrated suite of technological solutions that empower hotel, retail, food, and entertainment companies to better connect with their guests.

Job Mission:

Improve the adoption and usage of the company’s products and maintain revenue growth targets by providing excellent customer support and maintaining healthy relationships with our current and future customers in an environment where every staff member is passionate about going the extra mile.

Interaction:  This position has daily interactions with senior management, hotels & distribution partners (clients), team members and various critical departments within the organization. In many cases, interactions with both internal and external parties will be at mid and upper management levels.

Key Areas of Responsibility:

• Provide first & second level customer support:
• Interact closely with Level 3 and Level 4 support in a Follow the Sun environment
• Meet client retention goals
• Ensure full training for internal teams.
• Maintain a process of industry knowledge training for all teams
• Maximize revenue potential with all customers:
• Inform customers about new products and product features
• Monitor customer usage and performance, and proactively engage customer to maximize the same
• Create and maintain win-win relationships with new and existing customers:
• Update the CRM & Service Management systems with appropriate information
• Track changes on issues
• Input and update information on customer conversations and issues
• Measure and report internal and external performance.

Requirements / Qualifications:

• Minimum of 3 year’s work experience as a customer service agent for a level 1 call center focusing on supporting 24*7 Software-as-a-Service solutions preferably in the international hotel, travel or hospitality space.
• Strong analytical, organizational, communication and people skills required.
• Proficiency in Microsoft Word, Excel, Outlook and PowerPoint.
• Ability to adapt quickly to new technologies, products and procedures.
• Professional “get it done” attitude and work ethic.
• Fluent in English.
• Proficiency in spoken Chinese/French/Spanish/German
• ITIL Service Management fluency preferred.

Our offer:

• Employment in the organization with an established position on the market
• Full time job contract
• Competitive salary adequate to your skills and performance
• Full package of benefits, including the private medical care, sports card, life insurance, MyBenefit card, English lessons during working hours, free fruits
• Chill rooms with variety of games, team building events and staff parties.

Please don’t forget to put the clauses you accept in your resume:

I agree that my personal data will be processed by Shiji Poland Sp. z o. o.  in order to recruit for the position I am applying for.

I agree to the processing of my personal data by Shiji Poland Sp. z o. o.  for the needs of future recruitment.