.Job Opening: Customer Experience SpecialistHOST WISE is a game-changing property management company in Portugal, driven by a passion for revolutionizing the vacation rental and real estate investment sectors.We connect property owners, real estate investors, tourists, and digital nomads from all corners of the world. Lightning-fast Growth StartUp, we've closed 2023 with promising numbers: Managing over 350 properties (apartments, houses, hostels, guest houses, and rural tourism spaces) with 10M€ of annual revenue, more than 40 talented people, and successfully spinning off Invest Wise and Work Wise.We forecast to keep growing over 50% maintaining our rapid growth trajectory and launching a new spin-off: Travel Wise.ROLE OVERVIEW:As a Customer Experience Specialist at Host Wise, you'll be responsible for managing and getting in touch with our booking partners and our customers (e.G. owners, guests, and suppliers) in order to manage all reservations and guarantee the workflow before, during, and after all stays.Your role will require you to manage priorities, multi-task, be a problem solver, and a good communicator. Zendesk is the ticket system chosen to help carry out this essential goal of monitoring and prioritizing each process.WHAT YOU'LL DO:Provide 1st level support, guidance, and solutions or answers to our guests before, during, and after their stay, over the ticket system Zendesk and telephone; Receive, assess, prioritize, and resolve customer inquiries; Assist the CustomerExperience Specialist in the 2nd level support team; Ensure the follow-up of customer requests and coordinate with the operations team or a more senior member of the team in order to achieve better customer service with a fast response time; Be responsible for following management direction and providing feedback; Maintain detailed records of all guest interactions, ensuring that all information is accurately documented and easily accessible to other team members; Be the guarantor ofcustomer satisfaction through your responses and actions.REQUIRED SKILLS:Understanding of ticket systems and customer support; A strong problem solver with good analytical skills, attention to detail, and a proactive, bold personality; Organised and dedicated team member; Comfortable with managing multiple tasks simultaneously; Available to work on weekends and holidays.WHAT WE VALUE:Impact: Your contributions will make a tangible difference.Data and Experimentation: We rely on data to inform decisions and embrace experimentation.Learning: We encourage continuous learning and growth.Collaboration: Working together is key to our success.Enjoyment: We believe in enjoying what we do and having fun along the way.Ready to embark on a journey where your skills will be valued, and your ideas will shape the industry's future?WHAT YOU'LL BRING:Talent, motivation, and dedication
