Customer Experience Assurance Specialist
hace 3 semanas
With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue.Every employee at OpenTable has a tangible impact on what we do and how we do it. You'll also be part of a global network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.Hospitality is all about taking care of others, and it defines our culture. You'll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.**Note: This position is office-based and does require you to work from OpenTable's office located in Mexico City.****The Role**:As a Customer Experience Assurance Specialist, you will play a crucial role in ensuring our customers receive high-quality service and have a positive experience throughout their interactions with OpenTable's products and services. This individual is passionate about exceptional customer experiences and will provide valuable insights to drive continuous improvements.In this role, you will:- Monitor and analyze customer interactions with our AI tool- Ensure a consistent customer experience and adherence to company standards- Find opportunities for efficiencies and to streamline processes, and deliver a seamless and satisfying customer experience- Review customer experience reports, make recommendations, and help implement modifications- Partner with the CX Data Analyst to deliver detailed reports highlighting key findings, trends, and actionable recommendations- Summarize and report on feedback trends and patterns to inform decision-making and drive improvement- Build positive working relationships within the team and our various partners**About You**:- Effective communicator, both verbal and written- Love to participate in discussions and share your ideas and opinions- The ability to clearly understand and state the issues present- Resourceful and a creative problem solver, using good judgment and logic- Proactive, organized and thorough- 6+ months experience in a Quality Assurance role or equivalent experience- Excellent professional written and verbal communication skills- Work successfully in a team environment as well as independently- Ability to quickly learn and understand user interfaces of multiple websites- Effective problem-solving skills including decision-making, time management & immediate prioritization of tasks as assigned- Previous experience with AI tools focused on customer experience is a plus**Benefits**:- OpenTable provides Mexican Social Security (IMSS)- Christmas Bonus - 30 days- Paid Time Off - 20 days a year- Vacation Premium - 25%- Parental Leave- Bereavement Leave - 3 days- Marriage leave - 3 days- Bonuses- Dental Insurance & Life Insurance- Major Medical Insurance**Diversity, Equity, and Inclusion**:OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.
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