Bilingual Phone Support (Spanish)

JOB DESCRIPTION

Job Title: Phone Support Associate
Department: Guest Experience

1. Reports to the Phone Support Manager.
2. Telephone Processing: The phone Support Associate is responsible for the provision of exceptional customer service for guests through inbound or outbound telephone ---------- this position, the Phone Support Associate utilizes his attention to detail and ability to listen actively to guests and process their concerns. The Phone Support Associate is responsible for researching the guest’s issues and making the relevant connections to the appropriate departments while providing the guests with clear and concise information and solutions.
3. Maintaining a positive, empathetic, and professional attitude toward customers at all times
4. Thoroughly read and understand all training manuals
5. Perform tasks using the tools such as Contivio (phone system, slack, OTA platforms, Property Management System, and other systems provided
6. Be available online with a solid internet connection at all times during your work hours
7. Other duties may arise from time to time and may be assigned to the employee.
Required Qualifications of the Phone Support Associate
• 3 years of working experience in customer service where he directly interacted with customers. Short-term vacation rental or hospitality experience is preferred but not required.
• Bilingual in Spanish and English languages – Must be fluent in both - candidate for the position must portray exceptionally strong verbal and written communication skills
• Should have a keen attention to detail and accurate processing of data in a fast-paced environment and adaptable and fast learner to use new tools and platforms. The candidate must, therefore, be technologically flexible, being able to effectively use various technological communication channels to establish communication with guests and colleagues.
• Should have exceptional people skills that make him an approachable, warm, and relatable individual.
• Should be able to make sound decisions and work well under pressure.