Guest Experience Agent (Nightshift | Hybrid)

iCXeed Philippines Inc.; Tangob; On-site; PHP 180,000 - 300,000; Full time

Job summary

iCXeed Philippines Inc. is seeking a Guest Experience Agent to deliver exceptional service for hotel bookings, travel transactions, and guest inquiries. The role suits someone with customer-facing experience and a passion for seamless experiences.

You will handle inquiries across channels, resolve issues, and uphold high service standards. The ideal candidate has at least 1 year in customer service, strong English communication, and the ability to work in a fast-paced environment, potentially

Qualifications

• At least 1 year of experience in customer service, guest relations, or a similar customer-facing role.
• Excellent verbal and written English communication skills.
• Experience handling customer inquiries across multiple channels.
• Strong problem-solving, multitasking, and time-management skills.
• Proficient in using computers, CRM systems, and communication tools.

Responsibilities

• Deliver excellent guest experiences through professional, empathetic, and personalized service.
• Investigate and resolve guest issues promptly, coordinating with Operations and other relevant teams.
• Manage and update cases accurately, ensuring proper documentation and timely follow-ups.
• Take ownership of guest concerns and prioritize first-contact resolution whenever possible.
• Escalate urgent or complex issues to the appropriate teams or management.
• Conduct proactive guest follow-ups to provide updates and ensure concerns are resolved.
• Meet established performance targets while maintaining high service quality and guest satisfaction.
• Follow company policies, standard procedures, and service standards.
• Identify opportunities to improve processes, guest satisfaction, and overall service delivery.

Skills

Customer service

Communication

Multitasking

CRM systems

Time management

Independent work

Shift work

Job description

We are looking for a Guest Experience Agent to deliver excellent service by handling hotel bookings, travel transactions, and guest inquiries. The ideal candidate has experience in customer support or any customer-facing role and is passionate about creating a seamless customer experience.

Responsibilities:

• Deliver excellent guest experiences through professional, empathetic, and personalized service.
• Investigate and resolve guest issues promptly, coordinating with Operations and other relevant teams.
• Manage and update cases accurately, ensuring proper documentation and timely follow-ups.
• Take ownership of guest concerns and prioritize first-contact resolution whenever possible.
• Escalate urgent or complex issues to the appropriate teams or management.
• Conduct proactive guest follow-ups to provide updates and ensure concerns are resolved.
• Meet established performance targets while maintaining high service quality and guest satisfaction.
• Follow company policies, standard procedures, and service standards.
• Identify opportunities to improve processes, guest satisfaction, and overall service delivery.
  

Qualifications:

At least 1 year of experience in customer service, guest relations, or a similar customer-facing role.

• Excellent verbal and written English communication skills.
• Experience handling customer inquiries, complaints, and issue resolution across multiple communication channels.
• Strong problem-solving, multitasking, and time-management skills.
• Proficient in using computers, CRM systems, and communication tools.
• Ability to work independently, adapt to a fast-paced environment, and meet performance targets.
• Willingness to work on shifting schedules, including weekends and holidays, as required.
• Reliable internet connection and a suitable work-from-home setup, if applicable.