Customer Service Representative - Blended Account

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Primary responsibility is to review all incoming requests, ensure a smooth path toward booking, and assist hosts and guests.

• Provide direct service to guests and hosts via email, live chat, and/or phone.

• Advise on and directly handle customer service escalations and internal decisions.

• Provide guests with alternative suggestions as needed, liaise, and work to increase conversion

• Review property listings for accuracy, updating rates, calendars, and miscellaneous information as needed to support our hosts.

• Provide feedback to the engineering, marketing, and business development teams regarding observed issues and behavior patterns from hosts and clients.

• Assist the marketing and business development departments with recommendations for promotions, features, and special off-site opportunities.

• Assist the curation team with data entry, listing updates, and special requests.

• Additional tasks may be assigned to coordinate across departments.

• Report to department lead of the Curation Department.

• Review onboarding forms of new host listings for missing or incorrect details prior to listings being published.

• Assist new hosts with uploading listing details into their newly created home listings:Seasonal rates,Calendar links, Calendar blocking

• Provide direct support for new hosts via email, live chat, and/or phone.

• Generate new home listings in the system

Minimum Requirement Qualifications:

• Minimum of two years’ experience in a customer-facing role, ideally in the travel industry

• Excellent English communication skills

• Strong multitasking and problem-solving skills

• Quick learner with the ability to adapt and switch from independent self-monitored work to collaborating with the team

• Proficient with Google Suite and database management

• Preferred but not required: experience with CRM software (Intercom, Salesforce, etc.), Project Management applications (Asana, Figma, Workday, etc.), and team management software (Slack, Zoom, etc.).

Education and/or Experience:

• Bachelor's/College degree and/or a minimum of two years’ experience in a customer-facing role, ideally in the travel industry.

• Demonstrated competency in the following areas is also required

• Good interpersonal skills

• Proven ability to work to deadlines and under pressure with a positive attitude

• Proven to be a lead-taker and able to work with passion without the need for constant coaching or manager intervention

• Show high Grit and flexibility to be coached and learn

Summary of role requirements:

Flexible hours available

2-3 years of relevant work experience required for this role

Working rights required for this role

Expected start date for role: 13 May 2024

Expected salary: 25,000 per month

Full time