Customer Experience Specialist

Description

Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth, while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.

Today, Guesty has 15 offices and 700+ team members across the globe.

Customer Experience Specialist's responsibilities include resolving customer queries, recommending solutions, and guiding ChannelManager users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.

The perfect Customer Experience Specialist has a strong technical orientation, is eager to help, has very strong communication skills and is not afraid of being creative and thinking outside the box. 

Only English-language CVs will be reviewed. 

Responsibilities

Among your responsibilities as a Customer Experience Specialist, you will be: 

• Responding to customer queries in a timely and accurate way.
• Providing step-by-step technical help, both written and verbal, with great attention to detail.
• Troubleshooting customer issues, solving problems, and helping with queries about their account.
• Managing a ticket queue based on priority and SLA protocols.
• Provide on call support to Yieldplant user base.
• Working closely with our technical teams to ensure customer satisfaction.

Requirements

• Bachelor’s Degree
• High level of English. Additional language is a plus (Polish/Spanish).
• Previous experience in Hospitality will be a plus.
• At least 1 year of experience in a similar role 
• Tech-savvy—strong computer skills - a must. 
• Strong verbal and written communication skills 
• Ability to adapt to a fast-paced, changing environment
• Ability to understand, investigate, and articulate any potential issues, as well as resolve such issues
• Ability to use judgment and think outside the box
• Flexible schedule and willing to work on a hybrid set-up and weekends
• Customer orientation and the ability to go the extra mile 
• Empathetic, helpful, and possesses a can-do attitude.
• Fast learner, hard-working, able to work in a deadline-driven environment
• Friendly, professional, and passionate about technology; positive disposition
• Experience working with ticketing systems
• Experience using technical tools - a plus!

Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.