About MadeComfy by PRISM

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

📌 Guest Experience Agent Gurugram
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