Position: Guest Service Expert (Travel Tech Industry)
Company: Guesty
Experience required: 1y
Category: Support
English level: fluent
Published: 2023-08-01T00:00:00+03:00

Guesty provides a property management software product and support services for the $100 billion Airbnb and vacation rental market. Guesty’s property management software provides property managers and management companies with an end-to-end solution to simplify the complex operational needs of short-term rentals. With Guesty, users can manage listings from multiple online travel agencies including Airbnb, Booking.com, Expedia, and more.

We are looking for Guest Service Experts, this is a unique opportunity to join a highly motivated, customer-centric team striving for excellence.

The Guest Communication Services department (GCS) offers a premium service in which our agents (who are spread around the world) are answering guest queries, solving problems that arise before, during, and after their stay, handling payments and emergency situations, providing recommendations, and more.

**Responsibilities**:

- Providing prompt and accurate responses to guest inquiries, through email, chat, or phone.
- Managing refund and exchange processes effectively.
- Ensuring absolute customer satisfaction by adhering to Guesty's service standards.
- Addressing guest concerns, resolving issues, and assisting with inquiries related to their stay.
- Prioritizing and handling tickets in accordance with urgency and SLA protocols.
- Achieving performance targets for ticket resolution speed and quality.
- **Availability to work on weekends**.

**Requirements**:

- Native-level or advanced proficiency in English is a must.
- Knowledge of additional languages is a valuable asset.
- Experience in the hospitality, hotel, and travel industry would be advantageous.
- Prior experience in customer support is mandatory.
- Proficient in using technology and dedicated to delivering exceptional customer service.
- Availability for five shifts per week.
- **Full availability for frequent shifts until 4 AM EET/EEST.**
- Excellent interpersonal and communication skills.

****Only CVs/applications in English will be considered.**

**Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of any characteristic protected by law.**