.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 Customer Experience Specialist in the 2nd level support team; Ensure the follow-up ofcustomer 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 of customer 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
