Guest Experience Support Specialist - 3months Contract

We need Guest Experience Support for a 3-month contract (June- August 2024) working in UK Time.
We seek a passionate, customer-focused individual to join our Guest Experience Support team. As a Guest Experience Support Specialist, you will assist guests via online channels, including, but not limited to, live chat, email, and phone. You will act as a primary point of contact for guests, addressing their inquiries, resolving issues, and enhancing their overall experience.
Key Responsibilities:
1: Provide exceptional customer service to guests by promptly responding to inquiries and concerns via online channels.
2: Assist guests with booking-related questions, modifications, and cancellations, ensuring a seamless booking process.
3: Troubleshoot and resolve guest issues and complaints effectively, always demonstrating empathy and professionalism.
4: Collaborate with cross-functional teams, including Account Managers and Housekeeping Admins, to address guest-related issues and improve service quality.
5: Maintain accurate records of guest interactions and resolutions in our PMS.
Qualifications:
- Proficiency in OTAs (Airbnb, Booking.com, VRBO), PMS and using online communication tools.
- A bachelor's degree or equivalent practical experience is preferred.
- Prior experience in customer service or hospitality-related roles, preferably in an online travel agency or accommodation provider.
- Excellent written and verbal communication skills, with the ability to articulate information clearly and professionally.
- Strong problem-solving abilities and a proactive approach to addressing guest needs and concerns.
- Ability to multitask and prioritize tasks effectively in a fast-paced environment.
- Flexibility to work non-traditional hours, including evenings, weekends, and holidays, as needed.
- Fluency in English.
Location: Remote
Pay: 450 GBP per month
Work Hours: 9 hours per day
Shift: AM or PM UK (BST) Time