客人体验主管 - 英语流利
Guest Experience Executive - English Speaking
我们是 Houst 🏠，一家致力于让房东的短期租赁变得更简单、更无忧的专业物业管理公司。自2015年以来，我们已在全球20多个城市，从奥克兰到里斯本，为成千上万的房东提供支持，我们仍在不断发展壮大。
我们的客人包括周末旅行者和长期居住的专业人士。他们的体验至关重要，而这正是你的职责所在。
工作时间：该职位需要每周工作5天，每天8小时轮班，安排在英国时间凌晨1点至下午6点之间，周一至周日，包括周末和节假日。具体的轮班模式将根据业务和运营需求确定，以确保在我们最繁忙的时段有适当的覆盖。
你将负责的工作
- 精准处理 inbound 消息，确保客人的问题被倾听并及时专业地解决。
- 主动通过 inbound 和 outbound 电话与客人沟通，认真跟进请求和咨询。
- 通过及时、专业且有效的解决问题，将客户投诉转化为解决方案。
- 成为公司物业、政策和流程的可靠信息源。
- 通过我们的平台高效管理预订和预定，确保顺畅的预订体验。
- 认真维护所有客户互动的完整准确记录，录入公司的 CRM 系统。
- 在处理各种任务和客户情况时展现出灵活性和积极的态度。
这是一份节奏快、有时不可预测的工作，而且每班次都不尽相同。
要求
- 英语流利或商务熟练，具备出色的口头和书面沟通能力。
- 愿意接受不同的班次，包括晚上、周末和节假日。
- 出色的电话礼仪、客户服务、主动倾听以及口头和书面沟通能力。
- 熟练使用电脑，特别是 CRM 软件和其他数字平台。
- 强大的多任务处理和时间管理能力。
- 具备良好的问题解决能力，并能专业地处理具有挑战性的客户互动。
- 了解酒店行业者优先。
- 具备远程办公能力。
- 目前位于菲律宾，并且合法具备在菲律宾作为独立承包商工作的资格。
你还需要：
- 一个安静、专用的工作空间
- 带麦克风的耳机和摄像头
查看英文原文
We're Houst 🏠, a professional property management company on a mission to make short term letting simple and stress free for hosts. Since 2015, we’ve supported thousands of hosts across more than 20 cities worldwide, from Auckland to Lisbon, and we’re still growing.
Our guests range from weekend travellers to long stay professionals. Their experience matters, and that’s where you come in.
Working Schedule: The role requires 5 days per week, with 8-hour rotative shifts scheduled between 1:00 AM and 6:00 PM UK time, Monday to Sunday, including weekends and public holidays. The specific shift pattern will be determined based on business and operational requirements to ensure appropriate coverage across our busiest periods.
What you’ll be doing
- Expertly handle inbound messaging, ensuring guests' concerns are heard and addressed promptly and professionally.
- Proactively engage with guests through inbound and outbound calls, diligently following up on requests and enquiries.
- Transform customer complaints into resolutions through timely, professional, and effective problem-solving.
- Serve as a trusted source of current and accurate information on Houst’s properties, policies, and procedures.
- Efficiently oversee reservations and bookings through our platforms, ensuring a seamless booking experience.
- Diligently maintain comprehensive and accurate records of all customer interactions in the company’s CRM system.
- Display flexibility and a can-do attitude when handling a diverse range of tasks and customer situations.
It’s fast paced, sometimes unpredictable, and no two shifts look exactly the same.
Requirements
- Fluent or business proficient in English, with excellent verbal and written communication skills.
- Willingness to work varied shifts, including evenings, weekends, and public holidays.
- Exceptional telephone manner, customer service, active listening, and verbal and written communication skills.
- Proficient in computer usage, particularly with CRM software and other digital platforms.
- Strong multitasking and time-management abilities.
- Proven problem-solving skills and the capacity to handle challenging customer interactions professionally.
- Knowledge of the hospitality industry is beneficial.
- Remote work readiness.
- Currently based in the Philippines and legally able to work as an Independent Contractor in the Philippines.
You’ll also need:
- A quiet, dedicated workspace
- Headset with mic and webcam
- Stable high speed internet with backup, minimum 5 Mbps
- Laptop or desktop with at least quad core 2.5GHz CPU, 8GB RAM, 128GB SSD
Important to know
- This is a contractor role.
- We do not provide government mandated benefits such as SSS, PAGIBIG or PhilHealth.
- We do not provide equipment. You’ll need to meet the minimum tech requirements before starting.
Salary: 35,000- 37,000 PHP per month (dependent on experience)
Benefits
- Contract & Compensation Contract type: Independent Contractor (IC)
- Contract duration: 12 months Location: Philippines Remote
- Compensation: PHP 35,000–PHP 37,000 per month
- The contractor will be responsible for their own taxes and any applicable statutory contributions.
- This position does not include employee benefits, including paid annual leave, paid sick leave, or other employee benefits.
- The contractor will be responsible for providing and maintaining their own equipment, workspace, internet connection, and any other resources required to perform the role.
Originally posted on Himalayas