Guest Service Expert (Travel Tech Industry)

Guesty provides a property management software product and support services for the $100 billion Airbnb and vacation rental market. Guesty’s property management software provides property managers and management companies with an end-to-end solution to simplify the complex operational needs of short-term rentals. With Guesty, users can manage listings from multiple online travel agencies including Airbnb, Booking.com, Expedia, and more.

We are looking for Guest Service Experts, this is a unique opportunity to join a highly motivated, customer-centric team striving for excellence.

The Guest Communication Services department (GCS) offers a premium service in which our agents (who are spread around the world) are answering guest queries, solving problems that arise before, during and after their stay, handling payments and emergency situations, providing recommendations and more.

Responsibilities:

- Responding to guest queries, in English only, in a timely and accurate way, via email, chat or phone.
- Handling refunds and exchanges
- Ensuring complete customer satisfaction by following Guesty’s service standards.
- Addressing guest issues, solving problems and helping with queries about their stay.
- Managing a ticket-queue based on priority and SLA protocols.
- Meeting Tickets per hour and quality KPIs

Requirements:

- English level: upper-intermediate or higher;
- Experience in the hospitality, hotel, and travel industry would be a plus;
- Previous experience in customer support;
- Being a tech-savvy, customer-oriented individual;
- Being able to work 5 shifts a week;
- Willingness to work occasional late evening/early night shifts (until 3AM EET/EEST) at a higher rate;
- Excellent communication skills

PLEASE NOTE: only CVs in English will be considered.