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    Customer Experience Specialist

    • Hybrid
      • Porto, Porto, Portugal
    • Operations

    Job description

    Job Opening: Customer Experience Specialist 📣

    HOST WISE is a game-changing property management company in Portugal, driven by a passion for revolutionizing the vacation rental and real estate investment sectors.

    We connect property owners, real estate investors, tourists, and digital nomads from all corners of the world. Lightning-fast Growth StartUp, we've closed 2023 with promising numbers: Managing over 350 properties (apartments, houses, hostels, guest houses, and rural tourism spaces) With 10M€ of annual revenue, more than 40 talented people, and successfully spinning off Invest Wise and Work Wise.


    We forecast to keep growing over 50% maintaining our rapid growth trajectory and launching a new spin-off: Travel Wise.



    ROLE OVERVIEW:

    As a Customer Experience Specialist at Host Wise you’ll be responsible for managing and get in touch with our booking partners and our customers (e.g. owners, guests and suppliers) in order to manage all reservations and guarantee the workflow before, during and after all stays.


    Your role will require you to manage priorities, multi-task, be a problem solver and a good communicator. Zendesk is the ticket system chosen to help carrying out this essential goal of monitoring and priorate each process.



    WHAT YOU'LL DO:

    • Provide 1st level support, guidance and solutions or answers to our guests before, during and after their stay, over the ticket system Zendesk and telephone;
    • Receive, assess, prioritise and resolve customer inquiries;
    • Assist the Customer Experience Specialist in the 2nd level support team;
    • Ensure the follow-up of customer requests and coordinate with the operations team or a more senior member of the team in order to achieve a better customer service with a fast response time;
    • Be responsible for following management direction and providing feedback;
    • Maintain detailed records of all guest interactions, ensuring that all information is accurately documented and easily accessible to other team members;
    • Be the guarantor of customer satisfaction through your responses and actions.

    Job requirements

    REQUIRED SKILLS:

    • Understanding of ticket systems and customer support;
    • A strong problem solver with good analytical skills, attention to detail and a proactive, bold personality;
    • Organised and dedicated team member;
    • Comfortable with managing multiple tasks simultaneously;
    • Available to work on weekends and holidays.



    WHAT WE VALUE:
    Impact: Your contributions will make a tangible difference.

    Data and Experimentation: We rely on data to inform decisions and embrace experimentation.

    Learning: We encourage continuous learning and growth.

    Collaboration: Working together is key to our success.

    Enjoyment: We believe in enjoying what we do and having fun along the way.


    Ready to embark on a journey where your skills will be valued, and your ideas will shape the industry’s future?



    WHAT YOU'LL BRING:

    • Talent, motivation, and dedication. All of those skills will be exponentiated at Host Wise, you will learn and grow with us;

    • Good communication skills in Portuguese and English, additional language skills in French or Spanish are an advantage;

    • Enthusiastic about technology and willing to take initiative and learn new skills;

    • Self-motivated, curious, and proactive mindset.



    WHAT YOU'LL GET IN RETURN:

    • A competitive salary and benefits;
    • Accelerated career growth (both in salary and responsibility);
    • Remote-friendly policy;
    • Regular team events where we celebrate our success which is our people;
    • Work-life balance incentives;
    • State-of-the-art office space (Downtown Porto with a lovely terrace) and conditions;
    • A place where you can get things done. No unnecessary meetings or admin work.

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