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guest communication expert
2 weeks ago
Department:
customer service
Employment Type:
Permanent - Full Time
Location:
Taiwan, Taipei
Reporting To:
manager connect team Asia
Description
As a guest communication expert you are responsible for the communication with our guests - global citizens - around the globe (b2b & b2c). You enhance and rock the experience of our guests during their entire journey with citizenM. This means you create connecting moments when guests reach out to us, if it is while they're booking a stay with us or after they stayed with us - and everything in between. Next to this, you make sure that all information for our guests is up to date on our online platforms, like the website, app & chatbot. Last, but not least you ensure that within all this our citizenM values are infused.
Key Responsibilities
- Interacting with guests (b2b & b2c) via social media channels, whatsapp, online chat, email and phone
- Control and update FAQ databases for all our channels
- Monitor our social media accounts, reacting and responding to these
- Escalate guest technology issues to the IT team
- Achieve the highest standards of outstanding guest service: provide training and constant feedback to the team to safeguard that the citizenM culture of citizenM is clear to anyone that gets in contact with our guests
- RAOKs: Random Acts Of Kindness - looking at ways to surprise and wow our guests
- Constantly looking at ways to improve the guest experience and sharing this with the team
- Collaborate with other teams within citizenM to report customer feedback
- Analyze and improve guest service and report to either Head of or team lead
Qualifications / Skills
- People skills showing the ability to surprise, connect and touch
- Being able to work in shifts (early morning, day and evening), at weekends and holidays
- Ability to handle multiple tasks in a fast paced environment
- Self starter who shows initiative
- Attention for detail
- Problem solving skills and can do mentality
- Identify with the citizenM brand
- Passionate about hospitality
- Being able to work on weekends and holidays
- Speak and write fluent in English and preferably one other language (French, Mandarin, Dutch or Spanish)
- Relevant work experience in a similar role i.s. customer service, customer success, account management
What's in it for you?
- Good perks come with joining our Team
- Personal and professional development opportunities and programs
- Latest tech devices and all the tools you need to be successful in your role
Location / hours
- Taipei. Hybrid working is possible, no fully remote. This is a full time role.
