Customer Service Specialist for US Market

Job Title: Customer Service Specialist for US Market

Location: Remote
Department: Hospitality Services
Employment Type: Full-Time
Shift: Second Shift

Job Description:

We are seeking a passionate and experienced Customer Service Specialist to join a rapidly growing digital booking platform for vacationers in America. The ideal candidate will assist with all customer and member inquiries across all inbound channels, acting as the first point of contact for customer engagement.

Ensuring an outstanding customer experience at every touchpoint is our priority. We are looking for someone with strong interpersonal skills, empathy, and excellent communication abilities to enhance our service and leave a lasting, positive impression on our customers.

Key Responsibilities:

• Work weekdays, Monday – Friday, second shift.
• Occasional weekend coverage may be required.
• Provide comprehensive support for hosts, including:
  • Technical support and account assistance.
  • Answering questions about listings and bookings.
  • Responding to inquiries regarding payouts.
  • Listening to and addressing customer feedback.
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• Offer general service support for guests who book directly or through third-party distribution channels, including:
  • Responding to inquiries about the resort, check-in/check-out procedures, and amenities.
  • Providing details on outstanding balances and processing payment information.
  • Confirming reservation details.

Requirements:

• Excellent communication and written skills.
• Proficiency in Microsoft Word and Excel; experience with other technology platforms and project management tools is an advantage.
• Social media proficiency.
• Strong organizational skills with the ability to be adaptable and flexible.
• Empathy, critical thinking, and problem-solving skills.
• Ability to work under pressure in a fast-paced startup environment. 

Qualifications:

• Experience: Minimum of 2 years in the hospitality industry as a customer service specialist, preferably with timeshare experience.
• Language Skills: Fluency in English is a must; additional languages are a plus.
• Market Knowledge: Familiarity with the US market and its unique demands and expectations.
• Customer Service Expertise: A strong passion for the hospitality industry and guest satisfaction.
• Technical Proficiency: Comfortable using booking software and other digital tools.

How to Apply:

If you are enthusiastic about the hospitality industry and meet the qualifications, please submit your resume and a cover letter detailing your experience and explaining why you would be a great fit for our team.