Job Title: Guest Advocate Officer
Department: Guest Experience - Commercial
- Investigate complaints including reviewing and assessing the situation.
- Decide if compensation is necessary.
- Send a Settlement & Releases Form, once the guest agrees with the compensation.
- Ensure and communicate properly with the complaining guest not to leave a review after the issue is resolved.
- Ensuring that every guest receives a positive guest experience on every contact.
- Thoroughly read and understand all training manuals
- Perform tasks using the tools and system provided
- Be available online with a solid internet connection at all times during your work hours
- Other duties may arise from time to time and may be assigned to the employee.
Qualifications:
- More than 4 years of customer service experience, preferably from Call Center/ BPO
- Short Term Rental Experience is an advantage
- English must be excellent
- Knows how to negotiate with the guest
- Proactive customer service skills
- Positive attitude and can work under pressure
