The Connect team is the 24/7 customer service & hotel support team of citizenM. We help our guests with all kinds of questions they have, at every time of the day - via phone, online chat, social media & email. The ambition of the Connect team is therefore to build meaningful customer relations by providing the unique citizenM experience through phone, online chat, social media & email - inspired by our ambassadors - during the entire customer journey. Since the team is available 24/7, we have three locations to support all timezones: EU: Amsterdam, Paris and Asia: Taipei.

purpose 
As the customer service Coach & Quality expert you are responsible for maintaining a high and consistent level of support quality across the team. It is your responsibility that, regardless of the Connector approached or the support channel used, customers always get similarly excellent treatment. Alongside this, you will create and enact a training plan for onboarding new connector...