Position Overview:
As a Homestay Customer Service Representative, your primary responsibility is to ensure exceptional customer service and support for guests staying in homestay accommodations. You will be the main point of contact for guests, handling inquiries, resolving issues, and fostering positive experiences throughout the stay. Your role involves effective communication, problem-solving, and maintaining professional relationships with all stakeholders involved.
Key Responsibilities:
Guest Relations:
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· Respond promptly and courteously to guest booking inquiries, concerns, and requests via phone, email, or online platforms.
· Provide accurate and detailed information about homestay accommodations, amenities, policies, and local attractions.
· Assist guests with the booking process, including availability, pricing, and reservation modifications.
· Handle emergency situations or escalated issues, coordinating with appropriate departments or authorities as needed.
Administrative Tasks:
· Maintain accurate and up-to-date records of guest interactions, reservations, and incident reports.
· Generate reports and analytics related to customer service, guest feedback, and operational metrics.
· Assist in developing and improving customer service processes and procedures.
Requirements:
· Preferrable Chinese.
· High school diploma or equivalent (Bachelor's degree preferred).
· Proven experience in customer service, hospitality, or related fields.
· Excellent verbal and written communication skills in the Mandarin and English (additional languages are a plus).
· Strong interpersonal skills and the ability to empathize with guests and resolve conflicts.
· Ability to multitask, prioritize, and work in a fast-paced environment.
· Proficiency in using customer relationship management (CRM) software, online booking platforms, and other relevant tools.
· Knowledge of local attractions, transportation, and cultural norms.
· Flexibility to work irregular hours, including evenings, weekends, and holidays, as required.
Job Type: Full-time
Salary: RM2,800.00 - RM4,000.00 per month
Benefits:
- Flexible schedule
- Maternity leave
- Opportunities for promotion
- Work from home
Schedule:
- Rotational shift
Supplemental pay types:
- Commission pay
- Performance bonus
- Yearly bonus
Ability to commute/relocate:
- Kuala Lumpur: Reliably commute or planning to relocate before starting work (Required)
Education:
- STM/STPM (Preferred)
Experience:
- Customer Care Specialist: 1 year (Preferred)
Language:
- Mandarin (Preferred)
- English (Preferred)
Application Deadline: 08/01/2023
