Guest Experience Executive (6 month FTC)

We're Houst 🏠: A professional management service for properties. Our mission is to make hosting on websites hassle-free for everyone using technology to disrupt the short-term accommodation sector. We’ve grown fast. Since launching in 2015, we’ve partnered with thousands of happy hosts, helping them to make important earnings. The business has now expanded worldwide, we’re operating in over 20 cities globally, from Auckland to Lisbon, and there’s a lot more to come. From holidaymakers to full-time landlords, host happiness is central to everything we do.

Responsibilities:

• Expertly handle inbound messaging, ensuring guests' concerns are heard and addressed.
• Proactively engage with guests through both inbound and outbound calls, diligently following up on requests and inquiries.
• Transform customer complaints into resolutions with timely, professional, and adept problem-solving.
• Serve as a trusted source of current and accurate information on Houst’s properties, policies, and procedures.
• Efficiently oversee reservations and bookings via our platforms for a seamless booking experience.
• Diligently maintain comprehensive records of all customer interactions in the company’s CRM system.
• Display flexibility and a can-do attitude toward diverse tasks.

Requirements

• Fluent or with business proficiency in English.
• Willingness to work varied shifts, including evenings, weekends, and public holidays.
• Exceptional telephone manners, customer service, active listening, verbal, and written communication skills.
• Proficient in computer usage, particularly with CRM software.
• Strong multitasking and time management abilities.
• Proven problem-solving skills and the capacity to handle challenging customer interactions.
• Knowledge of the Airbnb platform and hospitality industry is beneficial (Desirable).
• Remote work readiness: Focused workspace, Headset with mic and webcam for meetings, Stable high-speed internet with backup (Minimum of 5Mbps), Computer (laptop or desktop) with recommended specs (Quad-core CPU at least 2.5GHz or higher - RAM 8GB or higher), At least 128GB SSD for drive C.

What we don't offer:

• All government-mandated benefits (SSS, PAGIBIG, and PHILHEALTH).
• Company material - You must already have or buy, or upgrade your current one to meet our minimum requirements.