Virtual Customer Service Assistant

'ADDING TO OUR EXISTING PHILIPPINES TEAM'
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Job Description for Virtual Customer Service Assistant
Part-Time Position
This role has potential for growth to full-time within 3 months, with opportunities for performance-based bonuses. This individual will work closely with the UK-based team and other remote colleagues in Philippines to ensure seamless guest experiences.
Compensation: From PHP 15,000 to PHP 20,000 for part time, with potential bonuses based on performance
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Requirements
• Proficiency in online tools and apps for desktop and mobile use.
• Previous experience in customer service within property management, rentals, or hospitality sectors such as hotels or guesthouses, specifically in the UK, US, or Australian markets.
• Strong communication skills via phone, email, and messaging platforms like WhatsApp.
• Familiarity with online booking platforms (e.g., ---------- , Airbnb) and reservation systems.
• Ability to handle guest issues and complaints with a customer-focused approach.
• Team player with a proactive mindset.
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Objectives
• To improve response times for service-related inquiries through direct communication or third-party platforms.
• To manage and enhance the guest arrival process for new bookings.
• To monitor and promptly respond to Business WhatsApp communication with guests.
• To provide clarity and ensure smooth pre-arrival, in-stay, and post-departure experiences for guests.
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Tasks
Guest Communication and Arrivals (40%)
• Handle day-to-day communication with guests via email, booking platforms, and WhatsApp.
• Monitor Business WhatsApp for inquiries, issues, and updates, responding promptly and professionally.
• Ensure guests receive all necessary information and entry codes for their stay before arrival.
• Track and manage guest-related issues, escalating them to the appropriate teams as needed.


Guest Experience Support (30%)
• Provide clear and concise communication pre-arrival, during the stay, and post-departure.
• Handle feedback questionnaires post-stay and address any concerns raised by guests.
• Coordinate with the housekeeping and maintenance teams to confirm property readiness for arrivals.
Internal Collaboration and Administration (20%)
• Liaise with housekeeping and maintenance teams for any post-departure checks and required scheduling.
• Update internal systems with guest information and ensure smooth transitions for incoming and outgoing stays.
• Maintain accurate records of communication and guest interactions.
Platform Management and Reporting (10%)
• Support updates to booking platforms with accurate pricing, promotions, and property content.
• Monitor competitor pricing and provide insights to the team for strategic adjustments.
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Preferred Qualifications
• Significant experience in property management, rentals, or hospitality industries (hotels, guesthouses, or similar) in the UK, US, or Australia.
• Familiarity with tools like Zoopla, SpareRoom, Open Rent, or equivalent platforms.
• Good organisational and multitasking skills.
• Knowledge of local market nuances in property or hospitality sectors within the UK, US, or Australia.
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This role is pivotal in ensuring exceptional guest experiences and maintaining seamless communication with both the team and our valued customers. If you're enthusiastic, detail-oriented, and committed to excellence in customer service, we’d love to hear from you

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