Customer Services & Marketing Assistant

Part Time leading to a Full Time position for 20 - 40 hours per week. This individual will be working alongside 2 UK based Directors and other team members ensuring our customers are looked after and delighted
Requirements for Job
• Familiar and comfortable with on line apps whether desk top or mobile
• Experience working with Hotels or Real Estate Agents an advantage
• Comfortable with speaking with people by phone, messaging apps or written email
• Experience with Microsoft Office or equivalent
• Know how to handle customer issues and or complaints
• Simple competitor pricing and marketing analysis

Objectives:
1. To improve response times to non urgent and urgent service related enquiries
2. To add value to the customer relation and customer contact process
3. To understand the competitor landscape in order to improve revenues

Tasks:

1. To handle the day to day communication with customers via email, on line booking platforms (35%)
1.1 Check on line booking platforms for customer queries, and questions
1.2 To monitor and respond to emails from customers pre and post booking periods
1.3 To be on hand for any whats app messages between ourselves and customers

2. To look after the customer contact process pre, during and after stay (25%)
2.1 To ensure the customer has total clarity from reservation through to leaving the property
2.2 To track issues related to the customer experience
2.3 To ensure all guests have the necessary entry codes to properties prior to arrival
2.4 To encourage guests to provide a positive review after leaving and or arrange for easy rebooking

3. To monitor and research the competitor landscape within our areas of Stoke and Crewe in UK (20%)
3.1 To look at and record pricing of other similar properties within Stoke & Crewe
3.2 To map pricing information and recommend changes

4. General support and administration (20%)
4.1 There are areas within the business which require administration and reporting in order for us to develop and improve.
4.2 From time to time the Director will asks you to support in areas that might come about through emergencies or absent team members
4.3 From time to time you will take part in meetings requiring presentations and or feed back on weekly or monthly activity