We are seeking a highly skilled and motivated individual to join our team as a Customer Service Manager for our Airbnb and listings. In this role, you will be responsible for managing customer inquiries, providing excellent support, and ensuring guest satisfaction. You will need to possess strong communication skills, have experience working with Chat GPT, and be proficient in managing multiple chats simultaneously. Additionally, knowledge of tools like Excel, , and other relevant software will be essential for the successful execution of your responsibilities.
Responsibilities:
Customer Support: Manage customer inquiries, respond promptly, and provide accurate and helpful information to guests via the Airbnb and messaging platforms. Utilize Chat GPT to effectively handle customer interactions and ensure a high level of guest satisfaction.
Multichannel Management: Handle multiple chat conversations simultaneously, ensuring timely responses and personalized attention to each guest. Efficiently prioritize inquiries and resolve issues in a professional and timely manner.
Guest Satisfaction: Proactively identify and address guest concerns or issues to ensure a positive experience. Resolve complaints, provide solutions, and escalate complex cases to the appropriate teams if necessary.
Airbnb and Listings Management: Coordinate and manage listings on Airbnb and platforms. Update property details, availability, pricing, and other relevant information to ensure accuracy and maximize occupancy rates.
Performance Monitoring and Reporting: Track and analyze key performance metrics related to customer service, guest satisfaction, and booking conversions. Prepare regular reports for management, highlighting trends, areas for improvement, and success stories.
Collaboration and Teamwork: Collaborate with cross-functional teams such as property managers, housekeeping, and maintenance to ensure seamless guest experiences. Provide insights and suggestions for improving processes and enhancing customer satisfaction.
Qualifications:
Previous experience in customer service, preferably in the hospitality or vacation rental industry.
Familiarity with Airbnb and platforms and their respective customer service processes.
Proficiency in working with Chat GPT or similar chatbot systems to handle customer interactions effectively.
Strong multitasking and time management skills, with the ability to handle multiple chat conversations simultaneously.
Excellent written and verbal communication skills, with a strong focus on professionalism and customer-oriented communication.
Proficiency in using software tools like Excel, , or similar platforms for data management and organization.
Detail-oriented mindset with the ability to maintain accurate and up-to-date records of guest interactions and case resolutions.
Problem-solving skills and the ability to think creatively to resolve guest issues and provide solutions.
Ability to work independently and collaboratively in a team-oriented environment.
Flexibility to adapt to changing priorities and handle occasional evening or weekend shifts to ensure 24/7 customer support.
Note: The job description provided is a general outline of the typical duties and requirements of the role. Actual job responsibilities and qualifications may vary based on specific company requirements and the scope of the position.
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Company: shuddl
Name: Eyal Bar
Email: