We are looking for a Customer Experience Associate who will be responsible for ensuring a positive customer experience for our backpacker hostel brand. The ideal candidate will have excellent communication skills, a passion for travel, and a customer-centric mindset.
Responsibilities:
- Respond to customer inquiries through various channels such as email, phone, and social media.
- Resolve customer issues promptly and efficiently to ensure high levels of customer satisfaction.
- Provide travel advice and recommendations to customers to enhance their experience.
- Collaborate with other departments such as housekeeping and maintenance to address customer complaints and concerns.
- Develop and maintain relationships with customers through follow-up communications.
- Manage customer feedback and reviews on various platforms such as Google, Booking.com, MMT, Hostelworld, etc.
Requirements:
- Bachelor's degree in Hospitality, Marketing, Communications, or a related field.
- 1-2yearsofcustomer service experience in the hospitality industry, preferably in a hostel setting.
- Excellent communication skills in English, both verbal and written.
- Proficient in Google Apps and customer management systems such as Zoho Desk or other ticketing systems.
- Strong problem-solving and critical-thinking skills.
- Passion for travel and familiarity with backpacker culture.
- Ability to work flexible hours including weekends and holidays.
- Ability to work independently as well as part of a team.
- Positive attitude and customer-centric mindset