Guest Experience Executive

Summary

Join Houst, a professional property management service, and become a key part of our rapidly expanding global team. We are seeking a dedicated and skilled Customer Service Representative to provide exceptional support to our guests. In this role, you will expertly handle inbound and outbound communications, resolve customer issues, and maintain detailed records. You will need strong communication, problem-solving, and multitasking skills, along with proficiency in CRM software and a willingness to work varied shifts. The position offers remote work flexibility, but requires meeting specific technical requirements for a focused workspace and reliable internet connection. Note that this position does not include government-mandated benefits or company-provided materials.

Requirements

• Fluent or with business proficiency in English
• Willingness to work varied shifts, including evenings, weekends, and public holidays
• Exceptional telephone manners, customer service, active listening, verbal, and written communication skills
• Proficient in computer usage, particularly with CRM software
• Strong multitasking and time management abilities
• Proven problem-solving skills and the capacity to handle challenging customer interactions
• Remote work readiness: Focused workspace, Headset with mic and webcam for meetings, Stable high-speed internet with backup (Minimum of 5Mbps), Computer (laptop or desktop) with recommended specs (Quad-core CPU at least 2.5GHz or higher - RAM 8GB or higher), At least 128GB SSD for drive C

Responsibilities

• Expertly handle inbound messaging, ensuring guests' 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
• Serve as a trusted source of current and accurate information on Houst’s properties, policies, and procedures
• Efficiently oversee reservations and bookings via our platforms for a seamless booking experience
• Diligently maintain comprehensive records of all customer interactions in the company’s CRM system
• Display flexibility and a can-do attitude toward diverse tasks

Preferred Qualifications

Knowledge of the Airbnb platform and hospitality industry is beneficial (Desirable)