At Duetto, our customers are everything — and this role sits right at the heart of how we serve them. As a Customer Service Specialist, you'll be the person our hotel, resort, and casino clients turn to when they need support, answers, and results. You'll combine technical know-how with genuine care for the customer experience, keeping things running smoothly across accounts and ensuring every interaction leaves clients feeling looked after.
What you’ll be doing
* Manage regional support communications across multiple channels to provide a responsive, seamless client experience.
* Handle customer requests and technical queries efficiently in line with our Service Level Agreements.
* Own the onboarding process for new customers, configuring user accounts, competitive sets, and complex hierarchies.
* Log and track all customer interactions and technical issues in HubSpot, maintaining accurate account histories.
* Analyze ticket volume and trend data to generate reports that provide insights for the product and support teams.
* Support billing accuracy by producing precise exports and usage counts, and assist with invoicing and subscription renewals.
* Apply Excel and data analysis skills to resolve client queries around hotel operations and P&L statements.
Qualifications
Required
* 2+ years in a customer‑facing or technical support role.
* Strong Excel skills and confidence working with data.
* Clear, professional written and verbal communication with a natural ability to put clients at ease.
Preferred
* Experience in hospitality technology or a working knowledge of hotel operations.
* Familiarity with P&L statements and the Uniform System of Accounts for the Lodging Industry (USALI).
* Experience using HubSpot or a similar CRM for ticket and account management.
Details
* Location: Worcester, UK
* Work model: Office‑based
* Reports to: Customer Service Manager
Equal Opportunity Statement
Duetto is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law.
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