Customer Service Specialist

Job Opening: Customer Service Specialist 📣

HOST WISE is a game-changing property management company in Portugal, driven by a passion for revolutionising 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 closed 2024 with promising numbers: Managing over 400 properties (apartments, houses and hostels) 10M€ annual revenue, 50 talented people and successfully spinning off Invest Wise and Travel Wise.

ROLE OVERVIEW:

As a Customer Service 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 and Aircall are the softwares chosen to help carrying out this essential goal of monitoring and priorate each process.

YOUR RESPONSIBILITIES:

• 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 (Aircall);

• Receive, assess, prioritise and resolve customer inquiries;

• 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;

• Problem-solving spirit: Dealing with challenges and finding agile solutions to any situation, ensuring the satisfaction of our customers;
  

• Maintain detailed records of all guest interactions, ensuring that all information is accurately documented and easily accessible to other team members;

• Contributing to continuous improvement: Identifying opportunities to optimize our processes and raise the quality of customer support;

• Be responsible for following management direction and providing feedback.

REQUIRED SKILLS:

• Understanding of ticket systems and customer support;

• Excellent communication and empathy skills to deal with different customer profiles;

• A strong problem solver with good analytical skills, attention to detail and a proactive, bold personality;

• Comfortable with managing multiple tasks simultaneously;

• Autonomy and proactivity to make quick and effective decisions;

• 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:

• Competitive salary between €1,000 and €1,500 gross/month, adjusted based on your experience and performance, accompanied by attractive 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.