Guest Experience Advocate
Guest Experience Advocate
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42000 - 42000
1 Vacancy
Job Description
This is a remote position.
Schedule:
- Fulltime
- 40 hours per week or 8 hours per day
- Training for 2 weeks 9:00 AM 6PM Sydney Time (or 6:00 AM 3:00 PM Manila time)
- Schedule: to be determined after the training Rotating shift meaning morning midday and/or evening
Client location or time zone: Sydney NSW Australia AEDT
Company/client overview: The client is a leading Australian shortterm property management rental company.
Job Description:
As a Guest Experience Advocate you are instrumental in shaping the experiences of our guests and driving positive reviews across all platforms. Your pivotal role revolves around ensuring our guests enjoy a delightful stay while promptly addressing and resolving any issues that may arise. Your responsibilities include actively tackling challenges during a guests stay showcasing outstanding problemsolving skills and actively contributing to the ongoing enhancement of overall guest experiences.
Responsibilities:
Exceptional guest support
- Provide an elevated guest service experience through live chat email and phone interactions.
- Promptly answering calls emails and live chats to address guest concerns.
- Ensure a white glove approach to meet and exceed guest expectations.
- Support guests throughout their entire booking journey from booking to post checkout.
Issue Resolution
- Take a proactive stance in addressing issues anticipating guest needs and preventing escalations.
- Utilize strong problemsolving skills to identify and implement efficient and satisfactory resolutions.
- Provide clear and concise information regarding next steps and resolutions.
- Actively follow up with guests to ensure satisfaction and close the loop on resolved issues.
Collaboration
- Work collaboratively with crossfunctional teams to ensure a coordinated approach to providing exceptional guest support.
- Share insights and contribute to the continuous improvement of processes.
Requirements
- Minimum 2 years in a customer support or guest service role
- Background in Airbnb or shortterm rental is a must.
- Excellent verbal and written communication and a high proficiency in English
- Strong problemsolving abilities and a proactive mindset
- You re very comfortable with using technology and digital systems
- You re resilient stress doesn t stress you out.
- Ability to adapt to changing environments and varying guest needs showcasing flexibility in handling different situations.
- Strong internet connection and fast speed and appropriate working from home space
- Additional consideration will be given if you have prior experience in the shortterm rental industry or property management demonstrating familiarity with related processes and dynamics.
- COMFORTABLE WORKING ON A ROTATING SHIFT AND HAVING NONCONSECUTIVE DAYS OFF WHICH MAY HAPPEN ONCE IN A WHILE
Benefits
- HMO Coverage for eligible locations
- Permanent workfromhome
- Immediate hiring
- Steady freelance job
Job ID: ZR20609JOB
Minimum 2 years in a customer support or guest service role Background in Airbnb or short-term rental is a must. Excellent verbal and written communication and a high proficiency in English Strong problem-solving abilities and a proactive mindset You re very comfortable with using technology and digital systems You re resilient - stress doesn t stress you out. Ability to adapt to changing environments and varying guest needs, showcasing flexibility in handling different situations. Strong internet connection and fast speed and appropriate working from home space Additional consideration will be given if you have prior experience in the short-term rental industry or property management, demonstrating familiarity with related processes and dynamics. COMFORTABLE WORKING ON A ROTATING SHIFT AND HAVING NON-CONSECUTIVE DAYS OFF WHICH MAY HAPPEN ONCE IN A WHILE
Employment Type
Full Time
