Exceptional Customer Service Leader Wanted

1 day ago

Taguig, National Capital Region, Philippines beBeeGuest Full time ₱2,000,000 - ₱3,000,000
Guest Experience Manager Job

We are looking for a skilled Guest Experience Manager to join our team. The ideal candidate will have experience leading a customer service team or call center and possess excellent communication and organizational skills.

Key Responsibilities:
  • Lead a remote team of guest experience specialists to deliver exceptional service during each shift.
  • Oversee guest communications and personalized service, providing support via phone, email, chat, and other channels.
  • Resolve escalated guest issues quickly and effectively, using empathy and creative solutions.
  • Coordinate with operations to ensure apartments are guest-ready and maintain system adherence and process documentation.
  • Contribute to policy adherence, new tech implementation, and process improvements to guarantee the team's efficiency and success.
Requirements:
  • At least 3 years of service industry experience, including management experience leading a customer service team or call center.
  • Effective communication and organizational skills, with a focus on helping guests and leading by example.
  • Strong analytical, strategic, and collaborative skills, with the ability to write SOPs and provide process improvements.
  • Independent at handling routine GX workflows, with a bird's-eye-view perspective and reliable time management.
  • Proactive and decisive, with a calm and positive demeanor when handling guest issues.
  • A lighthearted team player committed to uplifting coworkers and the company.
Benefits:
  • Experience in the hospitality industry or contact center environment.
  • Familiarity with workforce management, scheduling, forecasting, and CRM systems.
  • Background in small companies or start-up environments.
How You Will Succeed:
  • Helping the team achieve all Guest Experience Quality, Efficiency, and Productivity goals.
  • Contributing to foundational SOPs and improving our level of service.
  • Training and coaching direct reports to provide exceptional service.
  • Routinely de-escalating guest issues with empathy and mutually beneficial resolutions.

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