Customer Experience Specialist
About The Position
Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth, while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.Today, Guesty has 15 offices and 700+ team members across the globe.
The Customer Experience Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.
As a Customer Experience Specialist, you will have the opportunity to make a real impact on our success and enable our growth!
The perfect Customer Experience Specialist has a strong technical orientation and is eager to help, has very strong communication skills and is not afraid of being creative and thinking outside the box.
Responsibilities
Among your responsibilities as a Customer Experience Specialist, you will be:
- Responding to customer queries in a timely and accurate way, via email, chat or phone.
- Providing step by step technical help, both written and verbal, with great attention to details.
- Diagnosing customer issues, solving problems and helping with queries about their account.
- Managing a ticket queue based on priority and SLA protocols.
- Share and contribute to the knowledge base
- Working closely with our developers and technical teams to ensure customer satisfaction.
Requirements
- Native English/Near-native speaker (or mother-tongue)
- At least 2-years experience in a similar role
- Tech-savvy - strong computer skills - a must.
- Strong verbal and written communication skills
- Ability to adapt to a fast-pacing, changing environment
- Ability to understand, investigate, and articulate any potential issues, as well as resolve such issues
- Ability to use good judgment and think outside the box,
- Customer orientation and ability to go the extra mile to engage customers
- Empathetic, helpful, and positive attitude
- Fast learner, autodidact
- Hardworking, able to work in a deadline-driven environment
- Friendly, professional and passionate about technology, positive disposition
- Experience working with ticketing systems
- Willing to work in shifting schedules and working at night
- Experience in Airbnb is preferred
- Experience using technical tools - a plus!
- Experience using help desk software and remote support tools - a plus!
- Experience in the hotel and travel industry - a plus!
Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.