Client Support Executive (German Speaker)

COMPANY OVERVIEW

STR was acquired by CoStar Group in 2019 and provides premium data benchmarking, analytics and marketplace insights for global hospitality sectors.

Founded in 1985, STR maintains a presence in 15 countries with a corporate North American headquarters in Hendersonville, Tennessee, an international headquarters in London and an Asia Pacific headquarters in Singapore.

ROLE OVERVIEW

This role in the Client Services Team is to ensure a delivery of consistently high level of client service with specific focus on data confidentiality, integrity, and quality. Handle confidential and sensitive data.

Work together with a team of Client Support Executives to support the Sales Team with client related administrative tasks relating to client contact information, client access, reporting permissions, participation, data chasing, methodology queries and other day to day general admin related queries.

Daily contact by email and phone with STR clients to ensure accurate and timely provision of daily, weekly, and monthly data points.

Supporting client questions and queries through a solid understanding of STR’s reports, data coverage and methodologies along with a strong knowledge of the hospitality industry generally.

Key Responsibilities and Accountabilities:

Deliver high level of client service experience.
Manage and respond to clients’ requests via email or phone within one business day.
Ensure highest degree of confidentiality in handling client’s information.
Ensure Salesforce cases are updated/closed on a daily basis, enabling the tracking and efficient management of client requests and queries.
Ensure all hotels/clients databases are updated in a timely and accurate manner.
Manage Clients’ access to the system (create, update, and delete usernames, reset passwords).
Proactively manage distribution lists of reports recipients.
Resolve methodology queries.
Manage other ad-hoc administrative client requests as required.
Provide ad-hoc clients training when applicable
Speaking German is essential for this role

Proactive management of hotel performance data compliance

Proactively research data compliance to reduce incoming queries and requests to chase data
Proactively chase missing daily, monthly, P&L, Forward Data, segmentation data and other data points.
Management of Ad-Hoc data projects e.g., P&L data chasing, data submission formatting, research of additional data contacts to always ensure the availability of the most up to date contact information.
Understand the various mediums through which clients can provide their data, identify, and recommend the preferred solution by client.
Problem solving with clients if data submission is unsuitable/contains errors/has missing data.
Advocator of automation of data collection.
Have an in-depth understanding of all internal databases and applications used for chasing data.

Commit to being an active member of the team and to on-going personnel and professional development

A high contributing team player and exceptional collaborator.
A people person, engaging others with positive attitude.
Keep up to date with market developments in the industry.
Attend training and actively seek to continually enhance understanding of STR products and value proposition.
Adhere to all STR processes and policies and maintain customer confidentiality.
Ensure STR brand and corporate values are evident to the customer at all times.
Understand and adhere to the STR vision and our values.
Provide cover for colleagues when other team members are travelling/out of the office

Knowledge

Industry Knowledge

A knowledge and understanding of the global hospitality industry and its brands, management companies, owners and asset managers. Continuously staying appraised of changing trends and activities and industry movements.

Technical Expertise

Proficient in the use of Microsoft Office (in particular Excel), experience in using Salesforce, databases, BI tools, Tableau.

Customer Focus

Consistently focused on delivering an excellent customer service experience.

People Skills

Excellent oral and written communication skills are required. An ability to interact effectively with people at all levels in an organisation including senior level hotel executives. Work effectively as part of a team and have a genuine desire to assist colleagues.

Adaptability

An ability to respond to unpredictable volume of work, with a positive attitude and a willingness to learn new ways to accomplish work activities and objectives.

Delivers Results

Work effectively and efficiently, paying careful attention to detail, data confidentiality and accuracy. Able to prioritise tasks. Be consistent in application and effort.

Language skills

In addition to fluent oral and written English language skills, proficiency in an additional European Language is advantageous

Numeracy

Confident in dealing with numbers, able to easily identify and resolve errors.

Serviced Oriented

Must possess a genuine desire to serve clients and meet/exceed expectations.

Administration

Excellent organisational skills, with the ability to prioritise tasks and follow through. An ability to manage a variety of tasks to a high standard and meet tight deadlines.

WHAT’S IN IT FOR YOU?

Working at CoStar Group means you’ll enjoy a culture of collaboration and innovation that attracts the best and brightest across a broad range of disciplines.

As well as having an outstanding work environment in central London, other benefits include a 4/1 hybrid working model with 4 days based in the office and 1 day working remotely, full private medical cover and member rewards, dental cover, 28 days annual leave, a competitive pension provision, social events and much more.

Take a look at our employee’s stories to find out more about working at CoStar Group – Careers | CoStar Group

At CoStar, we recognise the positive value of diversity and promote equality. We aim at all times to recruit the person who is most suited to the job and welcome applications from people of all backgrounds – men and women, people of all ages, sexual orientations, nationalities, religions and beliefs.
However, we particularly encourage applications from women, disabled and Black, Asian and Minority Ethnic (BAME) candidates, as these groups are underrepresented throughout the commercial real estate industry.

GROUP OVERVIEW

Founded in 1987, CoStar Group is the leading provider of commercial real estate information, analytics, and online marketplaces. Our suite of online services enables clients to analyze, interpret and gain unmatched insight on commercial property values, market conditions and current availability.

Behind some of the most well-known brands in the industry, CoStar Group includes CoStar, the largest provider of CRE research and real-time data; Realla, the UK’s newest online commercial real estate marketplace; STR, the leading provider of performance benchmarking and comparative analytics to the hotel industry.

Headquartered in Washington DC, CoStar Group maintains offices throughout the U.S. and in Europe, Canada and Asia with a staff of over 4,800 worldwide.