Customer Satisfaction Specialist

7 days ago

Dasmariñas, Calabarzon, Philippines beBeeGuestExperience Full time ₱6,000,000 - ₱8,000,000
Job Overview

The primary objective of this role is to create a lasting positive impression that encourages guests to return. This involves fostering a guest-centric environment, anticipating and resolving issues, and ensuring seamless apartment readiness.

About the Position
  • Lead a team of specialists who handle guest inquiries, resolve in-the-moment issues, coordinate with operations to guarantee apartment readiness, and continually seek ways to enhance guest satisfaction.
  • Work Saturdays and Sundays, replacing traditional weekend days with two consecutive weekdays as personal time off.
  • Maintain accountability for team metrics and direct reports' performance, striving to achieve set OKRs for productivity, efficiency, and quality.
Duties and Responsibilities
  • Oversee personalized guest communications and support via multiple channels: phone, SMS, WhatsApp, chat, and email.
  • Rapidly resolve escalated guest issues to mutually beneficial outcomes.
  • Schedule team shifts to ensure 24/7 coverage aligning with issue volume and specialist availability.
  • Pursue additional tasks for process improvement or training as needed to maintain an efficient, successful, and celebrated Guest Experience Team.
Requirements
  • Minimum 3 years of experience in the service industry.
  • At least 2 years of management experience, managing customer service teams, call centers, or applicable management roles.
  • Effective communication and organizational skills are essential; you must enjoy helping guests and lead by example through creative, robust, and thoughtful solutions.
Key Achievements
  • Enable your team and direct reports to meet all Guest Experience Quality, Efficiency, and Productivity goals.
  • Contribute to foundational SOPs to enhance our level of service.
  • Train and coach direct reports to deliver exceptional service.

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