Guest Experience Agent

2 days ago

Dubai, Dubai, United Arab Emirates Deluxe Holiday Homes Full time
Roles and responsibilities

As a Guest Support Agent at DeluxeHoliday Homes you will be responsible for maintaining positiverelationships with property owners, ensuring their needs are met,and coordinating communication between owners and ourteam.

Responsibilities:

  • Answer to, record, forward andaddress all guest inquires (complains, requests,questions);
  • Record support tickets, coordinatewith appropriate department (maintenance, housekeeping,reservations, logistics, GRO, etc.) and follow up internally and/orguests to have the ticket resolved;
  • Call,email, message to upcoming guests to (a) have pre-arrival formsubmitted, obtain documents, process documents, register withcommunity and complete DTCM registration,etc;
  • Answer to guest inquires via OTA channelssuch as Booking.com, AirBNB, etc;
  • Follow upwith guests to receive documents/information prior to theirarrival;
  • Process and improve the documents(such as crop the image, upload into the systems,etc);
  • Record guests' information anddocuments in internal PMS and DET systems;
  • Sendemail to community / register guests prior their arrival with thebuilding;
  • Constantly coordinate with teammembers to have issues solved;
  • Work with issueescalation and provide reports as required bymanagement;
  • Conduct any other Admin tasks asassigned by management.

Benefits

  • Competitive salaryPackage;
  • Medical InsurancePlan;
  • Air TicketAllowance;
  • Comprehensive training andsupport;
  • A dynamic and supportive workingenvironment;
  • A great workingenvironment;

Requirement:

  • Bachelor degree or related field ofstudy.
  • Excellent communication skills inEnglish, both verbal and written.
  • Strongcustomer service orientation with the ability to handle inquiriesprofessionally.
  • Proficiency in using CRMsoftware like HubSpot or similarplatforms.
  • Ability to multitask, prioritize,and work under pressure.
  • Collaborative attitudeand willingness to work with cross-functionalteams.
  • Attention to detail and problem-solvingskills.
Desired candidate profile

  1. Customer SupportAgent: Provides general assistance regarding productor service-related questions, billing inquiries, and ordermanagement.

  2. TechnicalSupport Agent (Tech Support): Specializes in helpingcustomers with technical issues related to products, services, orsoftware. They may assist with troubleshooting and resolvingcomplex technicalproblems.

  3. HelpdeskAgent: Typically found in IT companies ordepartments, helpdesk agents focus on assisting employees orcustomers with IT-related problems, such as software issues,network problems, and hardwaremalfunctions.

  4. SalesSupport Agent: Provides assistance to sales teamsand customers by helping with inquiries related to products,orders, or service features, often playing a role in post-salessupport.

  5. SocialMedia Support Agent: Handles customer inquiries andissues through social media platforms like Twitter, Facebook,Instagram, etc. They are responsible for responding quickly andeffectively in a public-facingsetting.

Tools and SoftwareUsed by SupportAgents:

  1. CustomerRelationship Management (CRM) Systems: Software likeSalesforce or HubSpot used to track customer interactions, managesupport tickets, and keep customer recordsorganized.

  2. HelpdeskSoftware: Platforms like Zendesk, Freshdesk, or Jirathat help manage and organize support tickets, track issues, andstreamlinecommunication.

  3. LiveChat Platforms: Tools like Intercom or LiveChatallow support agents to communicate with customers in real-timethrough onlinechat.

  4. TicketingSystems: Tools like ServiceNow or Zoho Desk thathelp manage and prioritize customer support tickets, ensuring thateach request is addressed in order of importance orurgency.

  5. KnowledgeBases: Self-service portals like FAQs or knowledgebases (using tools like Confluence or Helpjuice) that allowcustomers to find solutions to common problems on theirown.

  6. CallCenter Software: Programs such as Five9 orRingCentral to manage inbound and outbound calls, monitor callperformance, and support customer inquiries over thephone.

KeySkills
Guest Relations,Guest Service,GuestRelations Experience
Employment Type: Full-time
Department / FunctionalArea: Hospitality
Experience: years
Gender: Male
Vacancy: 1

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