Guest Experience Agent

This role is a Guest Experience Intern role that will suit an individual who wants to gain valuable experience and exposure at a rapidly growing start-up. You will be the intermediary between guests and the local operations team – before, during, and after the booking process.

• Answering inbound and making outbound calls to resolve guest issues
• Working towards KPIs in relations to responding to client issues via email in a timely and accurate manner
• Liaising with internal teams to ensure guest resolution is swift and seamless
• Using your initiative when reducing refunds balanced with the client’s expectation
• Having demonstrable skills of time management and prioritizing heavy workload and tasks
• Coordinate our cleaning, maintenance, and emergency logistics services – no day is ever the same at Opyhome and it is our job to solve all those unexpected issues when they arise to ensure that our guests have a flawless stay
• Put your slick social skills to use daily, liaising between multiple teams across the business and, of course, our external maintenance partners and suppliers
• Help the Operations team in the day-to-day, being their eyes in the office, managing the schedule and, assisting them with their troubleshooting
• Send out a morning report to the Operations team members highlighting the urgent tasks that require action

• A travel enthusiast, obviously, but you also eat and drink where the locals do
• We answer all guest inquiries within an hour, and you’ll need to maintain (or improve, if you fancy a challenge) this level of service
• You are an individual that has worked in high-level customer service multichannel contact center and has a demonstrable background in achieving KPIs and delivering seamless customer service
• You have a good telephone manner and a clear idea on how to deal with customer escalations
• You love problem-solving and will go to any length to find a solution!
• We operate on a 24/7, therefore you need to be flexible in terms of shifts, including weekends and evenings (No need to in the office but answer the inquiries by your remotely on your mobile)
• A team player who can adapt to different needs of the business
• Passionate about start-up culture and innovative ideas
• Creativity and confidence to try and test new ideas
• Someone with an impeccable grasp of the English language, both written and spoken
• Recently completed or currently pursuing (preferably in last year) a BSc/BA or MSc/MA in a top tier university
• Able to work full-time
• B class Driver Licence