Customer Support Representative at MyJobMag Limited

About the Role

A fast-growing holiday home management company is looking for a dedicated and customer-focused professional to join its team. This role requires a proactive individual who excels in delivering exceptional guest experiences while ensuring seamless operations.

Key Responsibilities:

• Serve as the primary point of contact for guests across multiple communication platforms, including OTAs (e.g., Airbnb, Booking.com) and WhatsApp.
• Assist guests throughout their stay, from pre-booking inquiries to check-out, addressing concerns, and providing top-tier service.
• Maintain accurate and up-to-date booking records in the Property Management System.
• Coordinate with cleaning and operations teams to ensure properties are prepared for guest arrivals.
• Handle unexpected issues such as maintenance requests or service disruptions with efficiency and professionalism.
• Follow up with guests post-checkout to gather feedback and encourage repeat bookings.

Required Qualifications & Skills:

• At least 3 years of experience in a high-velocity customer support environment, such as banking or telecom.
• Strong problem-solving abilities with the capacity to remain calm under pressure.
• Excellent written and spoken English with clear and professional communication skills.
• High attention to detail, ensuring accuracy in booking records and guest interactions.
• Comfortable using platforms such as property management systems, Asana, Notion, and WhatsApp Business.
• Ability to work independently while also collaborating effectively with teams.
• Must have the necessary resources to work remotely.
• Adaptability to company systems and processes.

Preferred Qualifications:

• Experience handling guest support for OTAs like Airbnb, Booking.com, or Vrbo, including familiarity with their policies and dispute resolution processes.
• Leadership or mentoring experience, with the potential to train or manage team members.