Role Description Mercier Consultancy Group is seeking a Dutch Reservations Agent to join their team supporting Booking.com operations in Greece. This role offers free accommodation, making it an ideal opportunity for candidates looking to work abroad in a dynamic and supportive environment. - Assist Dutch-speaking customers with accommodation bookings through phone, email, and chat. - Provide accurate and comprehensive information about properties, prices, and Booking.com policies. - Manage booking amendments, cancellations, and special requests efficiently. - Resolve customer inquiries and issues promptly and professionally to ensure a positive experience. - Keep detailed records of customer interactions and bookings using Booking.com's reservation system. - Collaborate with team members to achieve high standards of customer service and satisfaction. Qualifications - Fluency in Dutch (spoken and written) is essential; proficiency in English is a plus. - Experience in customer service or related roles is preferred. - Strong communication and interpersonal skills. - Ability to handle challenging situations calmly and effectively. - Willingness to relocate and adapt to life in Greece. - Positive attitude towards learning and professional growth in a multicultural setting. Benefits - Fully Paid Relocation Package - Competitive monthly Salary - Monthly Performance Bonus - Fully Paid Training - Health Insurance - 2 Extra Salaries Per Year - And Much More... Company Description

• Own the Hard Problems: Work the support queue on the most complex and escalated issues. • Be the Technical Resource on Accounts: Step into high-ARR or at-risk accounts for complex technical support. • Raise the Escalation Bar: Define and enforce triage standards for escalations. • Be the Bridge to Product & Engineering: Build a trusted relationship to filter communication. • Turn Noise into Signal: Convert customer feedback into structured product input. • Enable the Team: Build playbooks, decision trees, and documentation to help CS and Support. • Build with AI: Deploy AI-assisted workflows and automation.

Role Description We are seeking an individual located in the UK. This is a remote work from home position, and the individual is required to reside and be authorized to work in the United Kingdom. The Customer Success Associate will be the key counterpart of the Customer Success Manager. The ideal candidate will have experience in Account Management, Sales, or Customer Service environments, with a proven ability to achieve targets and adhere to service level agreements. They should be comfortable building practical plans to improve client satisfaction and profitability. Responsibilities: - Manage day-to-day case inquiries, meeting established service levels - Provide prompt follow-up and keep customers updated on progress - Ensure timely delivery of reports and requests, maintaining SLAs - Handle escalations effectively - Prepare weekly, monthly, and quarterly reports - Support supplier relationship management - Maintain risk logs and account-related tasks - Conduct regular client calls (weekly, fortnightly, ad hoc) - Work cross-functionally to meet deadlines - Resolve client issues and help prevent recurrence - Maintain the Client Requirement Matrix - Create and tailor reports for client needs - Support account management activity and client training Qualifications - Strong understanding of client needs and ability to build relationships - Good communication, presentation, and analytical skills - Strong organisation and time management - Proficiency in Microsoft Office (Excel, PowerPoint, Word) Requirements - Client-focused mindset - Strong team player - Ability to think from the client perspective and suggest improvements - Self-motivated and able to work independently Benefits - Health & Wellbeing: Medical, Vision, Dental, Bike2Work Scheme, Employee Assistance Programme - Personal Financial Planning: Pension with employer contribution, Life Assurance and Financial and Legal Helpline - Personal & Family Leave: Holidays (PTO), Enhanced Maternity Leave, Sick Pay - Career Development: Mentoring Programme, SOAR Programme (Manager development), and Annual Performance Reviews Company Description First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact. Equal Employment Opportunities at First Advantage: First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation.

Role Description The Customer Success Team Lead is responsible for managing and developing a team of Customer Success Associates (CSAs) to ensure high levels of client satisfaction, retention, and growth. The role combines people leadership with hands-on customer engagement, driving operational excellence and consistent delivery of customer success outcomes. Responsibilities: - Team Leadership & Development - Lead, coach, and develop a team of Customer Success Consultants - Set clear performance objectives and conduct regular 1:1s, reviews, and development plans - Support team members in managing escalations and complex client situations - Foster a high-performance, customer-centric team culture - Client Relationship Management - Act as an escalation point for key or at-risk accounts - Build and maintain relationships with strategic clients where required - Support the team in delivering value-based engagement and retention strategies - Performance & Delivery - Monitor and drive key KPIs including retention, renewal rates, CSAT, and SLA adherence - Ensure consistent and high-quality service delivery across the team - Oversee onboarding, adoption, and ongoing account health management - Operational Excellence - Identify and implement process improvements to enhance efficiency and client experience - Ensure alignment with internal processes, compliance requirements, and service standards - Collaborate with cross-functional teams (Sales, Operations, Product, Compliance) - Commercial & Growth Focus - Support renewal and expansion opportunities across the customer base - Partner with Sales on account growth strategies and upsell opportunities - Ensure the team proactively identifies risks and opportunities within accounts Qualifications - Proven experience in Customer Success, Account Management, or related roles - Previous team leadership or mentoring experience - Strong stakeholder management and communication skills - Ability to handle complex client scenarios and escalations - Data-driven approach with experience using CRM/reporting tools - Commercial awareness with a focus on retention and growth Key Competencies - Leadership and coaching - Client relationship management - Problem-solving and decision-making - Communication and influence - Organisation and prioritisation - Continuous improvement mindset Success Measures - Customer retention and renewal rates - Customer satisfaction (CSAT/NPS) - Team performance and engagement - SLA and service delivery metrics - Identification and delivery of growth opportunities Benefits - Health & Wellbeing: Medical, Vision, Dental, Bike2Work Scheme, Employee Assistance Programme - Personal Financial Planning: Pension with employer contribution, Life Assurance and Financial and Legal Helpline - Personal & Family Leave: Holidays (PTO), Enhanced Maternity Leave, Sick Pay - Career Development: Mentoring Programme, SOAR Programme (Manager development), and Annual Performance Reviews Equal Employment Opportunities at First Advantage First Advantage is an equal opportunity employer. We are committed to providing a workplace and recruitment process that is free from unlawful discrimination, harassment, and retaliation. Employment decisions at First Advantage are based solely on qualifications, merit, and business needs.