Guest Experience Agent

Roles and responsibilities

As a Guest Support Agent at Deluxe Holiday Homes you will be responsible for maintaining positive relationships with property owners, ensuring their needs are met, and coordinating communication between owners and our team.

Responsibilities:

• Answer to, record, forward and address all guest inquires (complains, requests, questions);
• Record support tickets, coordinate with appropriate department (maintenance, housekeeping, reservations, logistics, GRO, etc.) and follow up internally and/or guests to have the ticket resolved;
• Call, email, message to upcoming guests to (a) have pre-arrival form submitted, obtain documents, process documents, register with community and complete DTCM registration, etc;
• Answer to guest inquires via OTA channels such as Booking.com, AirBNB, etc;
• Follow up with guests to receive documents/information prior to their arrival;
• Process and improve the documents (such as crop the image, upload into the systems, etc);
• Record guests' information and documents in internal PMS and DET systems;
• Send email to community / register guests prior their arrival with the building;
• Constantly coordinate with team members to have issues solved;
• Work with issue escalation and provide reports as required by management;
• Conduct any other Admin tasks as assigned by management.
  
  

Benefits

• Competitive salary Package;
• Medical Insurance Plan;
• Air Ticket Allowance;
• Comprehensive training and support;
• A dynamic and supportive working environment;
• A great working environment;
  
  

Requirement:

• Bachelor degree or related field of study.
• Excellent communication skills in English, both verbal and written.
• Strong customer service orientation with the ability to handle inquiries professionally.
• Proficiency in using CRM software like HubSpot or similar platforms.
• Ability to multitask, prioritize, and work under pressure.
• Collaborative attitude and willingness to work with cross-functional teams.
• Attention to detail and problem-solving skills.

Desired candidate profile

1. Customer Support Agent: Provides general assistance regarding product or service-related questions, billing inquiries, and order management.

2. Technical Support Agent (Tech Support): Specializes in helping customers with technical issues related to products, services, or software. They may assist with troubleshooting and resolving complex technical problems.

3. Helpdesk Agent: Typically found in IT companies or departments, helpdesk agents focus on assisting employees or customers with IT-related problems, such as software issues, network problems, and hardware malfunctions.

4. Sales Support Agent: Provides assistance to sales teams and customers by helping with inquiries related to products, orders, or service features, often playing a role in post-sales support.

5. Social Media Support Agent: Handles customer inquiries and issues through social media platforms like Twitter, Facebook, Instagram, etc. They are responsible for responding quickly and effectively in a public-facing setting.

Tools and Software Used by Support Agents:

1. Customer Relationship Management (CRM) Systems: Software like Salesforce or HubSpot used to track customer interactions, manage support tickets, and keep customer records organized.

2. Helpdesk Software: Platforms like Zendesk, Freshdesk, or Jira that help manage and organize support tickets, track issues, and streamline communication.

3. Live Chat Platforms: Tools like Intercom or LiveChat allow support agents to communicate with customers in real-time through online chat.

4. Ticketing Systems: Tools like ServiceNow or Zoho Desk that help manage and prioritize customer support tickets, ensuring that each request is addressed in order of importance or urgency.

5. Knowledge Bases: Self-service portals like FAQs or knowledge bases (using tools like Confluence or Helpjuice) that allow customers to find solutions to common problems on their own.

6. Call Center Software: Programs such as Five9 or RingCentral to manage inbound and outbound calls, monitor call performance, and support customer inquiries over the phone.