Customer Service

7 days ago

Manila, National Capital Region, Philippines Extenteam Inc. Full time ₱250,000 - ₱500,000 per year

We are looking for a Administrative and Guest Services Representative  for a Property management company client of ours. The position requires someone who can communicate confidently in both Spanish and English.

Internal tasks:

  • Inbox sorting: sort email inbox into guest vs owner messages, prioritizing emergency issues, non emergency / routine guest issues (general questions, not related to major maintenance problems or requests) assigning tasks to internal staff as necessary
  • Escalate emergency guest issues to local staff when necessary
  • Record shift activities methodically and with great detail in order to relay information to local staff or to next person on shift

Guest Services tasks

  • Enthusiastically and promptly assist guest to find the perfect property for their stay via phone, email, chat, etc. in company software and on any other booking platform
  • Call and follow up via phone on potential guest inquiries, clear inboxes and voicemails at the beginning of the shift
  • Become familiar with all homes in the portfolio; become an expert on the homes to assist prospective and in house guests
  • Become familiar with the areas where the company has homes, be able to answer questions related to local attractions, etc.
  • Handle calls, emails, chats from in-house guests. Handle guest issues such as lockbox issues, wifi troubleshooting, directions to homes, etc
  • Enter work orders for maintenance as issues are called or emailed in from guests. Assist with housekeeping schedules
  • Learn answers to FAQ for tech issues, including but not limited to smart thermostats, TVs, and mini split air conditioners
  • Escalate emergency guest issues to local staff when necessary**
  • Record shift activities methodically and with great detail in order to relay information to local staff or to next person on shift also listed under internal tasks as emergency issues may be discovered in email sorting

Additional Tasks when time allows, assigned by Owner. Offseason tasks:

  • Assist with prospecting and owner outreach to build the property portfolio
  • Onboard new properties into software, building room details, coordinating calendars for accuracy
  • Audit current listings across all platforms, ensuring accuracy of details and calendar synch
  • Change listings for seasonality, photos, etc.
  • Oversee off season maintenance tracking, including but not limited to pool maintenance scheduling, deep cleans scheduling, carpet cleans scheduling, pest control scheduling, holiday kitchen inventory, smoke detector and lock battery change

The ideal candidate will be competent and confident, able to answer guest questions and diffuse tense situations if necessary.

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