Customer Service Coordinator

Kasama Hospitality Group Inc; Hinoba-an; Hybrid; PHP 201,000 - 357,000; Part time

Job summary

KHG is seeking a Remote Customer Service Specialist / Dispatcher to handle inquiries across Facebook, Instagram, Viber, WhatsApp, and the website, plus phone and email support. The Specialist will input bookings and dispatch them to the Operations Team, ensuring accuracy and prompt service.

Ideal candidates have at least two years in luxury hospitality or premium service, fluency in English and Filipino, strong communication and problem-solving skills, and a bachelor’s degree is preferred.

Qualifications

• High school diploma or equivalent required.
• Bachelor’s degree in Communications, Hospitality, or related field preferred.
• At least two years in customer service or BPO; luxury hospitality preferred.
• English and Filipino fluency required; additional languages desirable.

Responsibilities

• Respond to inquiries across social media, messaging apps, and email.
• Provide phone and email support with clear, courteous communication.
• Input and manage bookings in the CRM system with accuracy.
• Close bookings and dispatch to the Operations Team.
• Maintain exceptional customer service and professional demeanor.
• Utilize multilingual skills to assist diverse clients.

Skills

Customer inquiry management

Phone & email support

Booking management

Customer service excellence

Multilingual support

Luxury service standards

Problem solving

Collaboration & communication

Continuous improvement

Dispatch to ops

Education

High school diploma or equivalent

Bachelor’s degree preferred

Tools

CRM software

Booking systems

Facebook

Instagram

Viber

WhatsApp

Email platforms

Job description

Customer Service Specialist / Dispatcher

Company: KHG

Location: Hybrid. Must be able to travel to Bayani Road, Taguig.

Position: Customer Service Specialist / Dispatcher

Employment Type: Part Time leading to full time

About Us

We take pride in our international team of professionals, all of whom are dedicated to upholding world – class customer service standards. Unlike other companies, we do not employ on – call cleaners; every member of our team is a trained expert, ensuring that you receive consistent, top tier service every time. We continually invest in our team, our tools, and our techniques to offer an unparalleled cleaning experience. Each service is tailored to meet the unique needs and preferences of our discerning clientele, ensuring satisfaction with every visit.

We are seeking a highly skilled and customer-focused individual to join our team as a Remote Customer Service Specialist / Dispatcher. This role is crucial in maintaining our reputation for excellence by ensuring that every client interaction is handled with the highest level of care and professionalism.

Job Summary

The Remote Customer Service Specialist / Dispatcher is responsible for managing customer inquiries across multiple communication platforms, including Facebook, Instagram, Viber, WhatsApp, and our website. The Specialist will also handle phone and email inquiries, ensuring that all customer needs are met promptly and accurately. They will be responsible for closing and confirming bookings and dispatching them to the Operations Team. This role requires a professional with a pleasant speaking voice, excellent communication skills, and the ability to deliver an exceptional standard of service.

Key Responsibilities

• Customer Inquiry Management: Respond to customer inquiries and requests across various platforms, including social media (Facebook, Instagram), messaging apps (Viber, WhatsApp), and the KHG website.
• Phone and Email Support: Answer customer questions and provide support via phone and email, ensuring clear, concise, and courteous communication.
• Booking Management: Input and manage customer bookings in the company’s system, following established processes and procedures. Ensure accuracy and attention to detail in all bookings.
• Customer Service Excellence: Deliver an exceptional standard of service in all customer interactions, maintaining a positive and professional demeanor at all times.
• Multilingual Support (Preferred): Utilize additional language skills (e.g., Mandarin, Korean, Japanese, Vietnamese) to assist our customers who speak these languages, enhancing their experience.
• Luxury Service Standards: Leverage prior experience in luxury hospitality to provide high-end customer service, understanding the needs and expectations of our discerning clientele.
• Problem Resolution: Handle customer complaints and issues with empathy and efficiency, seeking to resolve problems quickly and to the satisfaction of the customer.
• Collaboration and Communication: Work closely with the operations team to ensure seamless service delivery and to communicate any customer concerns or special requests.
• Continuous Improvement: Participate in ongoing training and development to stay current with company procedures and customer service best practices.
• Dispatch Bookings to Operations Team: Forward confirmed booking information to the Operations team to dispatch.

Educational and Experience Requirements

• Education:
  • High school diploma or equivalent required.
  • Bachelor’s degree in Communications, Hospitality, or a related field preferred.
• Experience:
  • At least two (1) year of customer service or BPO experience, and preferably a luxury hospitality setting.
  • Experience in remote or virtual customer service roles is a plus.
• Language Skills:
  • Fluency in English and Filipino is required.
  • Proficiency in additional languages such as Mandarin, Korean, Japanese, or Vietnamese is highly desirable.
• Technical Skills:
  • Proficiency in using communication platforms such as Facebook, Instagram, Viber, WhatsApp, and email.
  • Experience with booking systems and CRM software is preferred.
• Communication: Excellent verbal and written communication skills, with a clear and pleasant speaking voice.
• Customer Focus: Strong commitment to providing outstanding customer service and understanding client needs.
• Attention to Detail: High level of accuracy in managing bookings and customer information.
• Problem-Solving: Ability to handle challenging situations with calmness and efficiency.
• Time Management: Strong organizational skills with the ability to manage multiple tasks and priorities.
• Cultural Sensitivity: Ability to interact with a diverse customer base with respect and professionalism.

This is a remote position, and the candidate must have a reliable internet connection, a quiet workspace, and the ability to work independently. Training and regular check-ins will be conducted virtually.