Weekend Guest Experience Specialist

12-15k ZAR monthly

This role will be covering our afternoon/night shifts, this will include 8 hour rotative shifts between 11 am and 1 am

⭐Who we are:

Looking for a job where you can be part of a team that is revolutionising the short-term accommodation industry? Look no further! We are a professional management service that helps homeowners and landlords enjoy more freedom by taking care of the hassle of hosting their properties. Our mission is to leverage the latest technology to make hosting a property as effortless as possible and increase revenue for our hosts. Join us in our quest to disrupt the industry and make hosting a breeze!

⭐Our journey:

Since our launch in 2015, we have experienced tremendous growth, even in the face of a pandemic and acquiring one of our largest competitors along the way. Our team has partnered with thousands of satisfied hosts, helping them earn income from their homes while pursuing their passions. With operations in over 20 cities worldwide, from Auckland to Lisbon, there’s no shortage of opportunities to make an impact with us. We are currently in our 2nd phase of Growth and in one of the most exciting stages in our journey to date. Come join us in our mission to revolutionise the short-term accommodation industry and help hosts worldwide achieve their goals!

⭐About the role:

As a key member of our Guest Experience Team, you’ll bring our commitment to service excellence to life, responding promptly and professionally to all inquiries. Your exceptional communication skills will enhance interactions with Houst guests across various channels, and your attention to detail will facilitate effective collaboration with different teams for optimal solutions. Familiarity with a high-energy environment, coupled with your organization, multitasking, and prioritization skills, will ensure seamless operations as you champion the best interests of our hosts and guests.Responsibilities:

• Expertly handle inbound communications from guests ensuring their concerns are heard and addressed.
• Proactively engage with guests through both inbound and outbound calls, diligently following up on requests and inquiries.
• Transform customer complaints into resolutions with timely, professional and adept problem-solving skills.
• Serve as a trusted source of current and accurate information regarding Houst’s properties, as well as our policies and procedures.
• Efficiently oversee reservations and bookings via our platforms, creating a seamless booking experience.
• Diligently maintain comprehensive, precise records of all customer interactions within the company’s CRM system, helping us track and improve our service delivery.
• Collaborate harmoniously with team members, ensuring a unified, seamless customer support experience.
• Take on additional duties as assigned by management, displaying flexibility and a can-do attitude towards diverse tasks.

• South African citizenship or valid South African work permit required. (Mandatory)
• Fluent in English, both spoken and written. (Mandatory)
• Business proficiency in French, Portuguese or Spanish (Mandatory)
• Previous experience in a call center or customer service role desired.
• Strong verbal and written communication skills.
• Proven problem-solving abilities and capacity to manage challenging customer interactions.
• Capability to multi-task effectively in a fast-paced environment.
• Demonstrated resilience and composure under pressure.
• Knowledge of the Airbnb platform and hospitality industry is beneficial.
• Prior experience with CRM software is advantageous.
• Willingness to work varied shifts, including evenings, weekends, and holidays.
• Must be prepared and able to work remotely.

 Culture

• Enviable company culture – we’ve put time into getting our work culture just right.
• Regular team social events
• Company-wide recognition of outstanding work
• Opportunities to innovate

‍♀️ Wellbeing

• Dedicated to employee wellbeing
• Wellbeing hub with virtual fitness, nutrition, yoga, meditation and talking therapy classes
• Betterhelp coverage for mental health support
• Dedicated employee well-being meetings

Benefits

• Laptop for business use
• Paid holiday days and an extra day off for your birthday – because who wants to work on their birthday?
• Employee discounts – at heaps of restaurants, shops, gym memberships, cinema tickets and more
• Pawternity – We encourage proud parents of new pets to work from home to help their new member settle in