Remote Customer Support Specialist (Hospitality)

Placements24; Bloemfontein; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Fully remote work opportunity

Competitive salary and incentives

Comprehensive medical aid

Training and career progression

Travel discounts

Travel/tourism sector experience

Job summary

Placements24 is seeking a dedicated Remote Customer Support Specialist to provide exceptional service via phone, email, and chat for bookings and inquiries. This remote-first role in South Africa requires strong communication, problem-solving, and time management skills to ensure customer satisfaction in the hospitality travel sector.

You will work independently from a quiet home office, handling inquiries, modifications, and issues while staying up-to-date on offerings and policies, with a

Qualifications

• Proven customer support experience, preferably within hospitality or travel.
• Excellent written and verbal communication with a professional tone.
• Strong active listening and problem-solving abilities.
• Proficiency with CRM systems and help desk software.
• Ability to work independently and manage time in a remote environment.
• High school diploma or equivalent; college degree is a plus.
• Stable internet connection and dedicated quiet workspace.
• Patience, empathy, and customer-centric approach.
• Ability to adapt to changing priorities and learn new systems quickly.
• Familiarity with online booking platforms and travel technologies is beneficial.

Responsibilities

• Respond to customer inquiries and resolve issues via phone, email, and live chat in a timely and professional manner.
• Assist customers with booking modifications, cancellations, and general information about travel packages and accommodations.
• Troubleshoot and resolve customer complaints related to bookings, service quality, and payment issues.
• Provide accurate and detailed information about destinations, properties, and travel requirements.
• Document all customer interactions in the CRM system.
• Identify and escalate priority issues to internal teams when necessary.
• Contribute to team efforts by achieving related results as needed.
• Stay updated on products, services, and policies to improve customer experience.
• Proactively identify opportunities to improve the customer support process and share feedback with management.
• Maintain a high level of customer satisfaction with personalized support.

Skills

Customer support

Communication

Active listening

Problem solving

Remote work

Empathy

Time management

Adaptability

Education

High school diploma

College degree preferred

Tools

CRM software

Job description

About the Role

Our client, a leading online travel agency specializing in unique hospitality experiences, is seeking a dedicated and empathetic Remote Customer Support Specialist. This position is fully remote, allowing you to work from anywhere within South Africa. You will be the first point of contact for customers, providing exceptional support via phone, email, and chat regarding bookings, inquiries, and resolving issues related to their hospitality stays. The ideal candidate possesses outstanding communication skills, a problem-solving attitude, and a genuine passion for the travel and tourism industry. You will play a crucial role in ensuring customer satisfaction and maintaining our client's reputation for excellent service. This is a remote-first role, requiring self-discipline and strong time management skills.

Key Responsibilities

• Respond to customer inquiries and resolve issues via phone, email, and live chat in a timely and professional manner.
• Assist customers with booking modifications, cancellations, and general information about travel packages and accommodations.
• Troubleshoot and resolve customer complaints related to bookings, service quality, and payment issues.
• Provide accurate and detailed information about destinations, properties, and travel requirements.
• Document all customer interactions, transactions, comments, and actions accurately in the CRM system.
• Identify and upscale priority issues to the appropriate internal teams when necessary.
• Contribute to team efforts by accomplishing related results as needed.
• Stay updated on company products, services, and policies to provide the best possible customer experience.
• Proactively identify opportunities to improve the customer support process and share feedback with management.
• Maintain a high level of customer satisfaction by offering personalized and efficient support.

Requirements

• Proven customer support experience, preferably within the hospitality or travel industry.
• Excellent communication skills, both written and verbal, with a clear and professional tone.
• Strong active listening and problem-solving abilities.
• Proficiency with CRM systems and help desk software.
• Ability to work independently and manage time effectively in a remote work environment.
• High school diploma or equivalent; college degree in a related field is a plus.
• A stable internet connection and a dedicated, quiet workspace.
• Patience, empathy, and a customer-centric approach.
• Ability to adapt to changing priorities and learn new systems quickly.
• Familiarity with online booking platforms and travel technologies is beneficial.

Benefits

• Fully remote work opportunity, offering flexibility and work-life balance.
• Competitive salary and performance-based incentives.
• Comprehensive medical aid and other benefits.
• Opportunities for training and career advancement within a growing company.
• Access to travel discounts and perks.
• Be part of an innovative and dynamic team in the tourism sector, working from Bloemfontein or anywhere in South Africa.