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12.02.2019, Ref.#: PTK_PF
★★★★★ Customer Service / Guest Experience Executive, Processflows (UK) Limited - BRANCH BULGARIA
Месторабота София; Постоянна работа; Пълно работно време; Подходяща и за кандидати с малък или без опит
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Customer Service / Guest Experience Executive
ProcessFlows (UK) Ltd – Branch Bulgaria is a rapidly expanding British Company with offices in Sofia. We specialise in providing I.T. based solutions to a wide variety of Industries, Businesses and Local Council Departments based in the UK.
Our growing Managed Services Center in Sofia supports the business’ core functions while providing high-quality outsourcing and dedicated development services to clients.

We are now looking to recruit a new English speaking member to join us as Customer Service / Guest Experience Executive for one of our customers.

Our Customer is a new venture that revolutionizes the short-let market. They help Airbnb, Booking.com and HomeAway hosts share their homes and provide a great concierge-level service to the guests. It’s a fast-paced and growing company based in London and present in ten UK cities, looking to expand internationally.

Who Do We Want?
• Are you passionate about holiday rentals, client support, operations and everything in between?
• Are you someone who is passionate about customer service?
• Do you possess excellent organisational skills and can you process information efficiently?
• Are you looking for an opportunity to join a fast-growing start-up where you can make a real difference?
• Do you want to be part of our newly founded Guest Experience Team, contributing to building it and making important decisions?
If so, we might have the right opportunity for you!

You will report directly to the Head of Guest Experience and will be given the chance to take on more responsibility based on your skills and interests as the Company continues to grow rapidly.

What You Will Be Doing?
Depending on your skillset and level of experience, you will be doing the below.
1. Guest Messaging: - Guest Support via Instant messaging
a. Help our Customer’s guests with pre-booking and post-booking enquiries
b. Ensure friendly and high class guest service
c. Respond and anticipate the guests’ needs
d. Manage and resolve guests’ problems
e. Identify and escalate priority issues, coordinating with different functions in the business
f. Others
2. Guest Calls: Guest support over the phone
a. Help guests find the property and/or the key safe, operate house appliances and organise additional services
b. Help troubleshoot problems with hot water, boilers, etc.
c. Help solve problems with cleaning and linen
d. Help with over bookings and relocations
e. Others

Qualifications and Requirements
• 0 to 3 years of experience in a relevant field. Based on your level of experience and skillset we will offer you to take on different responsibilities
• Strong interest in and natural talent for customer service. Customer service experience is preferred
• Strong emotional intelligence and teamwork
• Excellent English written and spoken communication skills. Another European language is a plus.
• Attention to detail and meticulous organisation
• Proficient use of Microsoft Suite and Google Suite software
• Ability to utilize the computer with accuracy and efficiency
• Ability to work independently and in a team environment
• Ability to maintain a positive attitude when dealing with all guests and team mates

Work Shifts (Mon - Sun)
The role involves working on shifts that will be covered on a rota basis (they might change slightly in future):
o Day shift: 9:30am to 6:30pm
o Evening shift: 16:30 to 1am (it can be carried from home after the first month)
After doing a night shift you will be required to remain “on-call” until 9:30am, which means that you won’t have to do any work unless guests call the line – no more than 4 nights per month

Please note, only successful candidates can be contacted.


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