Customer Service Representative

We are looking for highly organized candidates with excellent customer service and hospitality skills for the position of Customer Service Representative. Your role is to provide guests/clients with superb customer service satisfaction, have tremendous patience when dealing with guests, and accommodate their every need with enthusiasm and poise.

Responsibilities:

Customer Care:

1. Greet guests upon arrival, making them feel welcome, and ensure guest documents/information are ready before arrival.
2. Send emails to the community/register guests before they arrive at the building.
3. Ensure the room/unit is ready (clean, tidy, all consumables/towels intact, internet connection, TV, AC, kitchen appliances working, etc.).
4. Administer check-ins and check-outs and accommodate general guest requests.
5. Provide information to guests on various matters such as holiday home standard stay protocols, transportation, getting around the area, and other information for the guest's stay.
6. Record guests' information and documents in internal PMS and DET systems.
7. Record support tickets, coordinate with the appropriate department, and follow up internally and with guests to resolve the ticket.
8. Report maintenance, housekeeping, reservations, logistics, etc., to the concerned department.
9. Diffuse conflict or tense situations with guests.
10. Answer, record, forward, and address all guest inquiries (complaints, requests, questions, issues, etc.).
11. Call, email, message upcoming guests to have the pre-arrival form submitted, obtain documents, process documents, register with the community, and complete DTCM registration, etc.
12. Answer guest inquiries via OTA channels such as Booking.com, Airbnb, etc.
13. Follow up with guests to receive documents/information before their arrival.
14. Process and improve documents (such as cropping the image, uploading into the systems, etc.).
15. Constantly coordinate with team members to solve issues.
16. Work with issue escalation and provide reports as required by management.
17. Conduct any other tasks as assigned by management.

Property Inspection:

1. Conduct thorough inspections of properties during the onboarding and fit-out process.
2. Perform day-to-day Inspection.
3. Inspect properties on-site and ensure compliance with approved standards.
4. Check maintenance aspects to ensure everything works and equipment installations are right.
5. Inspect the current state of the property, ensuring it is of a high standard.
6. Report and address any issues found in any property.
7. Prepare or assist in preparing properties to a ready-for-occupancy condition; prepare inspection reports when required.

Maintenance:

1. Complete basic maintenance work orders as assigned at company-managed rental properties or offices.
2. Report work performed, time spent, parts used, and next steps needed if necessary.
3. Perform other job duties, including office and interior home maintenance or other property management functions.

Other Responsibilities:

1. Attending immediately to emergencies at any property/place to prevent the emergency and provide a temporary solution.
2. Prepare and submit necessary reports.

Requirements:

1. Prior experience in Customer Service and tele Service roles in Hospitality, Holiday Homes, and Real Estate required.
2. Excellent communication skills, both verbal and written.
3. Strong problem-solving abilities and the ability to remain calm under pressure.
4. Attention to detail and the ability to multitask effectively.
5. Proficiency in using customer service software and systems (MS Office).