Remote Customer Support Specialist - Hospitality

Placements24; Mossel Bay; Hybrid; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Performance incentives

Health benefits

Remote work flexibility

Career development

Job summary

Placements24 is seeking a Remote Customer Support Specialist to join a virtual team supporting hospitality operations. You will be the first point of contact for guests, delivering exceptional service via phone, email, and chat from home.

A compassionate approach and strong communication skills are essential for guest satisfaction and loyalty in a flexible remote setting. You will handle inquiries, assist with bookings, and escalate issues when needed, while maintaining records in the CRM system

Qualifications

• Proven customer support experience in a service environment.
• Excellent verbal and written English communication.
• Strong active listening and problem-solving abilities.
• Proficient with customer support software and virtual tools.
• Reliable internet and a dedicated home workspace for remote work.
• Ability to work independently and manage time effectively in a remote setting.

Responsibilities

• Respond promptly to guest inquiries via phone, email, and chat.
• Provide information about services, bookings, and local attractions.
• Resolve guest issues and escalate complex problems as needed.
• Assist with booking modifications, cancellations, and special requests.
• Maintain detailed records of interactions in the CRM system.
• Meet performance metrics for response times and customer satisfaction.

Skills

Customer service

English communication

Remote work

Problem solving

CRM software

Tools

CRM software

Chat tools

Email clients

Job description

About the Role

Our client is seeking a dedicated and customer-focused Remote Customer Support Specialist to join their growing virtual team, supporting their hospitality operations across various locations. You will be the first point of contact for guests, providing exceptional service via phone, email, and chat. This role requires a compassionate individual with excellent communication skills, a problem-solving mindset, and a passion for the hospitality industry. Working from the comfort of your home, you will contribute to ensuring a positive guest experience and maintaining our client's high service standards, playing a vital role in guest satisfaction and loyalty, all within a flexible, remote-first work environment.

Key Responsibilities

• Respond promptly and professionally to guest inquiries and requests via multiple communication channels.
• Provide accurate information about services, amenities, booking procedures, and local attractions.
• Resolve guest issues and complaints efficiently, escalating complex problems as needed.
• Assist with booking modifications, cancellations, and special requests.
• Maintain detailed records of customer interactions and resolutions in the CRM system.
• Contribute to team goals by meeting performance metrics for response times and customer satisfaction.

Requirements

• Proven customer support or client-facing experience, preferably within the hospitality sector.
• Excellent verbal and written communication skills in English.
• Strong active listening and problem-solving abilities.
• Proficiency in using customer support software and virtual communication tools.
• A reliable internet connection and a dedicated, quiet workspace at home.
• Ability to work independently and manage time effectively in a remote setting.

Benefits

• Competitive annual salary and performance incentives.
• Comprehensive health and wellness benefits package.
• Generous paid time off and remote work flexibility.
• Opportunities for virtual training and career development within the company.
• A supportive and inclusive remote team culture.