MadeComfy is an Australian hospitality and short-term accommodation brand under PRISM, focused on delivering exceptional guest experiences through professionally managed properties and seamless accommodation services. We are looking for a Guest Experience Agent who can ensure smooth guest interactions, provide timely assistance, and deliver a high standard of customer service throughout the guest journey.
Key Responsibilities:
- Deliver prompt, friendly and productive communication to guests via phone, email and chat
- Handle guest inquiries, special requests and complaints with a customer-first mindset
- Monitor upcoming guest arrivals and departures to ensure operational readiness
- Coordinate with housekeeping, maintenance and operations to resolve issues swiftly
- Escalate urgent matters appropriately and ensure timely follow-ups
- Support guests with check-in/out processes and property access
- Maintain accurate records of all guest communications and resolutions
- Contribute to internal knowledge bases and process improvements
- Achieve performance metrics such as CSAT (Customer Satisfaction Score) and response times
Qualifications and Skills:
- 2 years in customer support, hospitality or a related role
- Excellent verbal and written English communication skills
- Ability to multitask and remain calm under pressure
- Tech-savvy with CRM and ticketing tools (e.g., Zendesk, Freshdesk)
- Willingness to work in shifts, including weekends and public holidays
- A positive, problem-solving attitude with high attention to detail
Working Days: 6 Days a Week (Rotational Weekly Offs)
Shift: Rotational Shifts (Aligned with Australian Business Hours)
Role: Guest Services, Industry Type: Travel & Tourism, Department: Customer Success, Service & Operations, Employment Type: Full Time, Permanent Role Category: Voice / Blended Education UG: Any Graduate Key Skills Skills highlighted with ‘‘ are preferred keyskills Customer ServiceVerbal and Written CommunicationProblem SolvingVoice ProcessEmail Process Email and Chat SupportEmpathy and PatienceGuest RelationsBlended ProcessCommunication Skills