Client-Centric Branch Banking Specialist

Standardbankgroup; South Africa; Remote; ZAR 300,000 - 420,000; Full time

Job summary

Standardbankgroup is seeking a Remote Customer Service Specialist (Hospitality) to join our virtual support team. You will handle bookings, guest inquiries, and CRM updates with a focus on service excellence and timely resolutions.

Work from home with flexible hours; you will respond via phone, email, and live chat, helping guests with reservations, amenities information, and local travel tips while maintaining high standards and empathy.

Qualifications

• Experience in customer service, preferably within hospitality or travel.
• Excellent verbal and written communication skills in English.
• Strong active listening and problem-solving abilities.
• Ability to work independently and manage time effectively in a remote work environment.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Assist guests with booking accommodations, modifications, and cancellations.
• Provide information about hotel amenities, services, local attractions, and travel recommendations.
• Troubleshoot and resolve customer issues and complaints efficiently and empathetically.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Proactively identify opportunities to enhance the customer experience and gather feedback.
• Collaborate with internal teams to ensure seamless service delivery and issue resolution.
• Adhere to company policies, procedures, and service standards.
• Stay updated on hotel offerings, promotions, and industry best practices.
• Contribute to team goals and objectives for customer satisfaction and efficiency.

Skills

Customer service

Hospitality industry knowledge

English communication

CRM software

Remote work

Tools

CRM software

Job description

Remote Customer Service Specialist (Hospitality)

About the Role Our client, a rapidly growing global hospitality brand, is seeking dedicated and customer-focused Remote Customer Service Specialists to join their virtual support team. This role is fully remote, allowing you to provide exceptional assistance to clients and guests from the comfort of your own home. You will be the first point of contact for inquiries regarding bookings, reservations, guest services, and general information about our diverse portfolio of properties. The ideal candidate possesses outstanding communication skills, a passion for service excellence, and the ability to navigate various digital platforms efficiently. This is an exciting opportunity to contribute to a dynamic industry while enjoying the flexibility of remote work. Your empathy and problem-solving abilities will be key to ensuring a positive experience for every customer. Key Responsibilities

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Assist guests with booking accommodations, modifications, and cancellations.
• Provide information about hotel amenities, services, local attractions, and travel recommendations.
• Troubleshoot and resolve customer issues and complaints efficiently and empathetically.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Proactively identify opportunities to enhance the customer experience and gather feedback.
• Collaborate with internal teams to ensure seamless service delivery and issue resolution.
• Adhere to company policies, procedures, and service standards.
• Stay updated on hotel offerings, promotions, and industry best practices.
• Contribute to team goals and objectives for customer satisfaction and efficiency.

Requirements

• Proven experience in customer service, preferably within the hospitality or travel industry.
• Excellent verbal and written communication skills in English.
• Strong active listening and problem-solving abilities.
• Proficiency in using customer relationship management (CRM) software and virtual communication tools.
• Ability to work independently and manage time effectively in a remote work environment.
• High-speed internet connection and a dedicated, quiet workspace.
• A patient and customer-centric attitude.