Customer Support

Talent Sam; Gqeberha; Remote; ZAR 200,000 - 300,000; Full time

Job summary

A leading hospitality management firm is seeking a Customer Support professional to manage owner relationships and coordinate communication across departments. The ideal candidate holds a relevant Bachelor's degree and has 1-2 years of hospitality experience. This role requires excellent communication and problem-solving skills, as well as proficiency with project management tools. Flexible work conditions apply.

Qualifications

• 1-2 years of hospitality experience in a supervisory or team lead role.
• Ability to build and maintain strong client and stakeholder relationships.
• Understanding of financial reports and profit & loss statements.

Responsibilities

• Act as an owner advocate and build relationships with property owners.
• Respond promptly to all communications related to the assigned portfolio.
• Coordinate daily tasks and maintain the CRM database.

Skills

Excellent communication skills

Strong problem-solving skills

Ability to multitask

Proficiency in project management tools

Interpersonal skills

Education

Bachelor's degree in Hospitality, Business Administration, Marketing, or Communications

Tools

Clickup

Google Workspace

Breezeway

Job description

The Customer Support role is responsible for championing the owner’s relationship within the assigned portfolio.

It involves assisting with daily administrative tasks by providing regular updates to Account Executives on both routine and urgent matters. The role requires coordination with various departments, including Design, Maintenance, Finance, Listing, and Guest Experience, to ensure updated information and follow-ups.

Key Responsibilities:

• Act as an owner advocate.
• Build relationships with property owners through active communication about investment performance, regulatory, policy, and operational changes.
• Respond to all communications related to the assigned portfolio/market promptly.

Communication Response Times:

• Phone calls: Answer within 3 rings or 2 minutes during business hours.
• Emails, Texts, WhatsApp, WeChat: Respond within 5 minutes during working hours (9 am - 9 pm EST) or within 12 hours outside of working hours.
• Internal communications (Slack & Email): Respond within 2 minutes for urgent items, and within 30 minutes for non-urgent items during the first hour of the next scheduled shift if communicated outside office hours.

Additional Responsibilities:

• Coordinate and follow up on daily tasks such as owner stays, quote approvals, onboarding, and P&L reports.
• Proficient in project management and online tools (e.g., Clickup, Google Workspace, Breezeway) and maintain the CRM database for accuracy and currency.
• Collaborate with other departments to fulfill owner requests and enhance satisfaction.
• Cultivate trust and personal connections with owners to better understand their needs and identify opportunities.
• Manage and develop the performance of direct reports.
• Communicate actively with team members and leverage resources to support owner success.
• Respond to client communications to build rapport and resolve concerns.
• Ensure timely progress and prioritization of client tasks within project management tools.
• Align projects with company goals and strategies.
• Offer creative solutions to organizational and client challenges.
• Perform additional duties as assigned.

OH&S Responsibilities:

• Participate in improving company procedures and processes.
• Follow all procedures, guidelines, laws, and regulations.
• Promote a professional, respectful, and safe working environment.

Qualifications:

• Bachelor's degree in Hospitality, Business Administration, Marketing, Communications, or related field.
• 1-2 years of hospitality experience in a supervisory or team lead role.
• Excellent communication, interpersonal, and negotiation skills.
• Strong problem-solving and analytical skills.
• Ability to multitask and prioritize effectively.
• Proficiency with project management tools and software.
• Ability to build and maintain strong client and stakeholder relationships.
• Understanding of financial reports and profit & loss statements.
• Comfortable working remotely with reliable high-speed internet.

Soft Skills:

• Proficiency in English communication, both verbal and written.
• Self-motivated with the ability to multitask in a fast-paced environment.
• Adaptability to changing conditions and priorities.
• Professional demeanor with strong time management skills.
• Resilient and proactive attitude, capable of working under pressure.
• Creative problem-solving skills to address challenges innovatively.

Hours: 8:00 am - 5:00 pm EST (3:00 pm - 12:00 am SA)