Deluxe Holiday Homes is seeking a Customer Service Agent to join our Guest Relations department. As a Customer Service Agent, you will play a vital role in ensuring our guests have an exceptional experience during their stay

Job Responsibilities

• Answer to, record, forward and address all guest inquires (complains, requests, questions);
• Record support tickets, coordinate with appropriate department (maintenance, housekeeping, reservations, logistics, GRO, etc.) and follow up internally and/or guests to have the ticket resolved;
• Call, email, message to upcoming guests to (a) have pre-arrival form submitted, obtain documents, process documents, register with community and complete DTCM registration, etc;
• Answer to guest inquires via OTA channels such as Booking.com, AirBNB, etc;
• Follow up with guests to receive documents/information prior to their arrival;
• Process and improve the documents (such as crop the image, upload into the systems, etc);
• Record guests\' information and documents in internal PMS and DET systems;
• Send email to community / register guests prior their arrival with the building;
• Constantly coordinate with team members to have issues solved;
• Work with issue escalation and provide reports as required by management;
• Conduct any other Admin tasks as assigned by management.

Benefits:

• Competitive Salary Package.
• Employment visa & Medical Insurance Plan.
• Air Ticket Allowance.
• Paid leave.
• A great working environment.
• Comprehensive training and support.
• Opportunity to work with multi-cultural environment.

Requirements:

• Previous experience in a customer service role, preferably in the hospitality industry.
• Availability to work only on NIGHT SHIFTS, including weekends and public holidays if required.
• Excellent verbal and written communication skills in English.
• Strong problem-solving abilities and the ability to handle difficult customer situations with professionalism and empathy.
• Proficiency in using customer service software and tools.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• Flexibility to adapt to changing schedules and work demands.

If you are passionate about delivering exceptional customer service and thrive in a fast-paced environment, we would love to hear from you. Join our team at Deluxe Holiday Homes and be part of creating unforgettable experiences for our guests.

Deluxe Holiday Homes