Customer Experience Specialist

Job Description

Role Overview We are looking for a Customer Experience Associate who will be responsible for ensuring a positive customer experience for our backpacker hostel brand. The ideal candidate will have excellent communication skills, a passion for travel, and a customer-centric mindset. Responsibilities: ● Respond to customer inquiries through various channels such as email, phone, and social media. ● Resolve customer issues promptly and efficiently to ensure high levels of customer satisfaction. ● Provide travel advice and recommendations to customers to enhance their experience. ● Collaborate with other departments such as housekeeping and maintenance to address customer complaints and concerns. ● Develop and maintain relationships with customers through follow-up communications. ● Manage customer feedback and reviews on various platforms such as Google, Booking.com, MMT, Hostelworld, etc. Requirements: ● Bachelor's degree in Hospitality, Marketing, Communications, or a related field. ● 1-2 years of customer service experience in the hospitality industry, preferably in a hostel environment. ● Excellent communication skills in English, both verbal and written. ● Proficient in Google Apps and customer management systems such as Zoho Desk or other ticketing systems. ● Strong problem-solving and critical-thinking skills. ● Passion for travel and familiarity with backpacker culture. ● Ability to work flexible hours including weekends and holidays. ● Ability to work independently as well as part of a team. ● Positive attitude and customer-centric mindset. Show more Show less