Customer Service Consultant (Poland)

ABOUT EVENTBEDS™ BY NUBREED HOTELS LTD

EventBeds™ by NuBreed Hotels brings hotel accommodation into an easy-to-use booking widget tailored specifically for consumer and business event attendees. As a high growth startup based in Sheffield and Poland, we collaborate with some of the world's most renowned brands and events. Our ambition is to become the market leader in event-based accommodation within the next few years, driven by cutting-edge technology, data-led insights, smart contracting, and operational excellence.

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OUR MISSION

The events industry generates $300 billion in hotel bookings annually, yet only 2% of event organisers, ticketing companies, and venues receive any associated commissions. Giants like Expedia and Hotels.com receive over $40 billion in annual commissions directly from event attendance. While the stakeholders who create this massive market miss out.

We've developed an easy-to-install hotel booking widget for event organisers, venues, and ticketing companies, empowering them to reclaim this lost revenue. With just a few lines of code, our widget integrates seamlessly into their websites or ticketing workflows, offering attendees unbeatable deals. We share our commissions and data insights with customers, adding a vital new revenue stream to their businesses and enabling future optimisation in sponsorship upsells, targeted promotions, and enhanced customer experiences.

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WE INVEST IN TALENT

We view our company as a collective of talented individuals united by a common goal. We reward those who focus on our principles, work diligently, and uphold operational excellence in everything they do. We promise to honour your achievements and advance your career within the company as soon as you're ready.

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OUR VALUES

• Customer-Centric Approach: We start with the customer journey, ensuring we can make their experience as rewarding as possible, and then we build a successful business and team around it.

• Equal Opportunities: We believe in providing everyone with the same opportunities and always rewarding hard work and success.

• Innovation: We encourage you to ask questions, think outside the box, create value in all you do, and be innovative. We never claim to know it all and always make time for fresh ideas.

• Culture of Trust: We celebrate learning, inclusion, well-being, compassion, and trust.

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THE ROLE: Customer Service Consultant

As a Customer Service Consultant, you will be part of the Operations department supporting our clients with a wide range of issues related to their event accommodation bookings.  Reporting to the Customer Service Team Leader, the role is a hybrid remote / office-based (Kielce, Poland) arrangement. This is a full-time role, working Monday to Friday and with scheduled weekend cover (flexible).

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RESPONSIBILITIES

• Use Zen desk support system to manage and resolve incoming customer service requests.

• Correctly categorise and then follow established standard operating procedures for the resolution of customer enquiries.

• Use macros and templates for established issue types and develop new protocols and templates for novel requirements.

• Support other departments such as Group Reservations and Platform Operations when workflow allows.  

• Assist in request triage for other operational departments when needed.  

• Deliver exceptional customer service with prompt resolution of tickets.

• Maintain accurate records at all times by using the appropriate systems to capture the required data and ensuring all systems are up to date  

• Achieve KPI’s against objectives as agreed from time to time

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REQUIREMENTS & SKILLS

• Speak and write fluently in English Language - minimum B2 level

• Ability to learn quickly

• Experience working within the travel, hotel, concierge, or events industry a plus

• Good verbal and written communication skills

• Experience with Zen Desk support / ticket systems a plus.

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WHAT'S IN IT FOR YOU?

• Growth Opportunities: Be part of a fast-growing, highly respected company with unlimited potential in a global marketplace.

• Personal Development: Thrive in a supportive environment that values and fosters personal and professional growth.

• State-of-the-Art Equipment: Receive a new laptop and office equipment to enhance your work experience.

• Company Merchandise: Enjoy customised EventBeds™ apparel and branded goodies.

• Rewards Program: Benefit from reward and recognition schemes, including free hotel stays, subsidised gym membership and free parking at the office.  

• Exclusive Discounts: Access friends and family discounts for hotel stays.

• Vibrant Culture: Join a dynamic environment with regular social events and team activities.

• Pioneer Status: Be one of the first team members at the next big global accommodation tech start-up!

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If you're a focused, commercially minded, and personable professional ready to drive business growth and make a significant impact, we'd love to hear from you. Join us on this exciting journey and help shape the future of event-based accommodation.

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