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The Roomiepedia
  1. How to list a room (Back-end)
  2. Sales Department
    1. Our Mission and Vision.
    2. Useful Links
    3. Recruitment
      1. Junior Sales Representative
    4. Info Hoteles FAQs
      1. Stay at 7
      2. a&o
    5. Sales Team Leader
    6. Coupon
  3. Customer Support
    1. Our Vision
    2. Customer Support Roles
    3. KPI'S (Key Process Indicators)
    4. Tickets
      1. How to create Tickets using Hubspot
      2. Ticket Lifetime
        1. 1-Ticket Setup
        2. 2- Set ticket owner
        3. 3-Action Taken
        4. 4-Stage change
        5. 5-6-7 Task Setting - Follow up and Ticket Lifetime
    5. Booking Process
      1. Double-check Booking
      2. UR Booking Request Proforma
    6. Refund Process
    7. Property Contact Information
    8. Templates
      1. First response
      2. Refund not applicable
      3. No availability
      4. Archer Call
      5. 01 - Booking Response
      6. 02 - Booking Request
      7. 03 - Booking Confirmation
      8. Refund Request (RR)
      9. PayPal Payments
    9. Negative Booking Request Procedure
    10. Glossary
  4. Survey for leads and chats
  5. The Netherlands
    1. Registration Advisory - The Netherlands
    2. REGISTRATION BSN - BSN RNI
    3. Bank Accounts
    4. Health Insurance
  6. Tourist and City Taxes
  7. Correcting information in deal
  8. Community Management
  9. Business Development
    1. The Business Developer Role
    2. 7 skills you need in business development
    3. The Hotel Industry
    4. Understanding Long-stay
    5. Setting up Long-stay Rates
    6. a&o Contacts
    7. Hotel/Hostel criteria
  10. Hotel contacts
    1. a&o
    2. Steelhouse
    3. King-Kong
    4. iPartment
    5. Best Western Plus Amstelveen / Zaandam
    6. Stay at 7 (Delft & The Hague)
    7. Dakura
    8. Neohostel Berlin
    9. Visito Aparthouse (Sofia, Bulgaria)
    10. The Boc (Mallorca)
    11. The Flying Pig (Noordwijk/Leiden)
    12. Van Maric (Berlin)
    13. Hostel Bergen Montana, Noruega
    14. Salerno (Rome)
    15. Sun & Moon (Barcelona)
    16. Art Factory Soho y San Telmo (Buenos Aires)
    17. Babel Departamentos (Buenos Aires)
  11. IT Support
    1. Hosting Size Limit Exceeded
  12. Project Management
  13. ClickUp Project Management System
Customer Support Roles {{ currentPage ? currentPage.title : "" }}

TICKET WIZARD

The Ticket Wizard holds vast knowledge in the ancient art of the Ticketology. Past and future unfold in front of his eyes like reality itself. He uses his superb magical skills to guide the rest of the party through the perils of their epic Customer Suportian quest.

  • Setup the tickets according to category & priority.

  • Modifies the ticket subject to make it easy to understand for the team

  • Sends first response to customers

  • Sets the tickets on the right queues

  • Closes unnecessary tickets and Spam in the New Queue

  • Check, updates and closes old tickets in the Waiting in Customer queue, Waiting on Partner, Waiting on Admin (if necessary contact with Team Leader or Colleagues)

  • Adds recurring spamming address to the spam filter

  • Informs Team Leader about, for example, excessive volume of tickets

  • If there is no workload helps The Hero, The Archer or The Queen

HERO

Our beloved Hero is here to save the day. Has great focusing and multitasking skills. She deeply cares about the wellbeing of the customers, and excels in solving the multiple puzzles and facing the dangers that lurk around their path.

  • Takes care of handling the tickets in the WAITING ON CUSTOMER queue , WAITING ON CUSTOMER SUPPORT, WAITING ON PARTNER (HOTEL) and WAITING FOR CHECK-IN

  • Solves issues following the Priority order 

  • Contacts actively customers and partners if needed to solve problems and enquirys

  • Handles the bookings the bookings

  • Starts refund procedures

  • Create a Deal (or Modify if entered with Refund Request), set the amount to be returned to NEGATIVE, and create the Invoice (Negative), Download it and Upload it to the Drive.

QUEEN

Everybody loves the Queen. Customerians travel long distances for the chance of having a conversation with her. She handles all the incoming phone calls and chats with charm and justice. She also gets rich from the offerings and taxes that the Customerians pay.

  • Handles incoming phone calls and chats

  • Creates tickets from the conversations to follow up on the sales leads.

  • Posts Urban Roomie offers in the Social media

  • Updates and request changes on The Roomiepedia

THE ARCHER

Is like Legolas but sells rooms.

  • Contact customers on the Follow up and the After Check-in queues

  • Posts Urban Roomie offers in the Social media

  • Developing other assigned projects and tasks

THE ORACLE

The Oracle is the ultimate guide 

  • Authorizes refunds (Admin)

  • Manages the Customer Support Schedule (Admin/ RRHH)

  • Supervises new hires (RRHH)

  • Trains new hires (Sales)

  • Sales Coaching (Sales)

  • Customer Support Coaching (CS)

  • Makes sure that the customer support teams reach the objectives (CS)

  • Makes sure that the Sales team reach the objectives (Sales)

  • Sales Administration (Admin- Sales)

  • Back up for Customer Support Team (CS)

  • Account Receivable (Admin)

  • Salary Administration (Admin)

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