project specialist tooling

citizenM is an affordable luxury hotel chain for mobile citizens of the world. With a style that will knock your socks off, we offer citizens a real home from home, plus the world's fluffiest pillows. Our typical guest is a frequent traveler who is quality and design-driven, and value-conscious. We currently have hotels in the Netherlands, France, UK, Switzerland, Denmark, USA, and Asia, with more to come soon. We are proud to put hospitality back into the hospitality industry and have received numerous awards for our groundbreaking approach. We like to do things differently. This means our hotels are not traditional… and neither are our support offices. We're open-minded, with kind hearts and global minds.

citizenM is growing fast in the coming years. In this growth plan establishing and developing a sustainable relationship with (to be) guests. The Connect team is the 24/7 customer service team of citizenM. We help all our guests (b2b & b2c) with all kinds of questions they have, at every time of the day - via phone, online chat & email. The ambition of the Connect team is building meaningful customer relations by providing the unique citizenM experience through phone, online chat & email - inspired by our ambassadors - during the entire customer journey.

To support the Connectors in their daily operations, our systems and tools are very important. As a tooling specialist you are responsible for optimizing and improving our current tooling landscape.

Key Responsibilities

• Our current tooling landscape consists of Salesforce, our chatbot and telephone system Brite.
• As a project specialist tooling you will be responsible for executing the service tooling vision and strategy, by continuously optimizing and improving.
• The main goal is to ensure an efficient & scalable way of working for the global Connect team.
• Work closely with the Connect team to capture needs, gather requirements, evaluate and translate them into workable solutions.
• Work closely with the Salesforce development team to translate the requirements into solutions.
• Align on priorities with the Connect team and ensure maximum use of the tooling.
• Provide end-user support: troubleshoot, reproduce, and resolve problems reported by users in a timely manner.
• Create and maintain reports, dashboards to monitor the health of the Salesforce org and the performance of other tools, and provide suggestions on better use of the tools to the Customer Service stakeholders.
• Continuously improve our chatbot flows in order to increase the chatbot success rate.
• RPA performance monitoring, continuous improvement, and identification of opportunities for process automation.
• Testing of new features, flows and processes to make sure it can handle necessary tasks in real-world scenarios, according to specifications.
• Create and maintain documentation in our knowledge base and on Confluence on processes, policies, and application configuration.
• Develop and deliver documentation and presentations to end-users to illustrate solutions, new functionality, and provide training for end-users.

Qualifications / Skills

• Preference of 1-2 years of Salesforce experience.
• Strong understanding of Salesforce Service Cloud and its functionalities.
• Bachelor's degree in Computer Science or a related field or equivalent work experience.
• Ability to gather user requirements/specifications and translate to new processes.
• Experience in project management.
• Analytical and problem-solving skills with strong attention to details.
• Excellent interpersonal skills, as well as communication skills, verbal and written to both technical and non-technical audiences.
• A customer-oriented mindset combined with affinity for technology.
• Experience of successful product development in an agile environment.

What's in it for you?

• citizenM experience nights for you (and friends and family).
• Personal and professional development opportunities and programmes.
• Latest tech devices and all the tools you need to be successful in your role.
• Commuting travel costs covered (by car or public transport).
• Pension and cycle to work scheme available.
• Subsidized fresh daily lunches at our support office.
• Flexible public holidays.
• Employee assistance program.
• Varied team days and social events (from food trucks and quizzes at the office to parties on boats).
• Spacious office in a historic building surrounded by gardens.

Location

Schiphol Airport

We actively seek applications from qualified individuals and groups who are under-represented in the workplace, whether in relation to religion, ethnicity, age, gender identity, sexual orientation or disability. We're also happy to make accommodations in the interview process and beyond to best suit the needs and strengths of disabled people and neurodivergent individuals. If you require accommodations, please add a note in your application and we will work together to find the best solution possible.