Customer Resolution Executive

As a Customer Resolution Executive at Host & Stay Group (a UK Based holiday home management company) , you will be responsible for ensuring exceptional customer satisfaction by effectively managing and resolving guest complaints and damage claims. Your role will involve investigating issues, communicating solutions clearly and empathetically, and maintaining detailed records.

This role is pivotal in maintaining the company's reputation for excellent customer service. By addressing issues promptly and empathetically, the Customer Resolution Executive helps to enhance the overall customer experience, foster customer loyalty, and drive continuous improvement in service quality.

Main duties will include, but not limited to the following duties:

Customer Complaint Resolution:
Address and resolve guest complaints promptly and professionally.
Investigate complaints thoroughly, gathering all necessary information to provide effective solutions.
Communicate resolutions clearly and empathetically to guests and owners.
Document all complaints and resolutions in the customer experience database.

Damage Claims Management:
Handle guest damage claims with a focus on fairness and accuracy.
Coordinate with internal departments (e.g., maintenance, housekeeping) to assess and validate claims.
Agree settlements and ensure timely processing of claims.
Maintain detailed records of all damage claims and resolutions.

Customer Service Excellence:
Monitor customer feedback and identify trends to proactively address potential issues.
Work closely with other departments to improve overall service quality.

We are invested in our Executives success. You’ll go really far if you're:
Proactive and committed to continuous improvement
A great communicator
Calm and collected under pressure

You do need to have excellent written and verbal English skills. It’s also important that you know how to use the applications we listed below. You don’t need to be an expert in all of them, but you need to be at least familiar with most of them.

Microsoft Word
Microsoft Excel
Outlook emails & Calendar
Project management software (We currently use Trello)
Guesty (Not essential but desirable)
Breezeway (Not essential but desirable)
FixFlo (Not essential but desirable)

We are looking for someone who has a strong Customer Service background, with experience with dealing with complaints and resolution over the phone and email. You must be confident in making outbound calls.

This is a full-time position (37.5 hours per week), working 5 days over 7 (including weekends) 9am - 5pm UK Time.

Salary is 220PHP per hour.

You will receive 26 bonus days per year (holidays will be prorated depending upon your employment start date) which increases along side your service length, and we also pay 13th Month.

When applying please state your Customer Service background, and if you have had experience with dealing with complaints and resolution. Please also attach a copy/ or link to your CV/Resume.