Remote Guest Experience Specialist

Placements24; Gqeberha; Hybrid; ZAR 180,000 - 260,000; Full time

Benefits offered by this job

Fully remote position

Medical and dental insurance

Bonuses and incentives

Online training and development

Generous PTO and holidays

Company-provided equipment

Home office stipend

Job summary

Placements24 is seeking a Remote Guest Experience Specialist to support guests via email, chat, and phone, handling bookings, inquiries, and post-trip follow-ups. This fully remote role rewards independent work and strong communication.

You'll contribute to a seamless guest journey, collect feedback, and collaborate with internal teams to resolve issues while staying current on travel products and trends.

Qualifications

• Experience in customer service, hospitality, or related field.
• Excellent written and verbal communication.
• Remote work capable with time management.
• Proficient with CRM software and online tools.
• Travel industry experience is a plus.

Responsibilities

• Provide outstanding customer support via email, chat, and phone.
• Respond to inquiries regarding bookings, cancellations, modifications, and travel information.
• Troubleshoot and resolve guest issues in a timely and efficient manner.
• Offer personalized travel advice and recommendations.
• Collect and document guest feedback, identifying trends and areas for improvement.
• Collaborate with internal departments to resolve complex guest issues.
• Maintain accurate records of guest interactions and resolutions in the CRM system.
• Proactively identify opportunities to improve the guest journey and service protocols.
• Stay up-to-date with company products, services, and travel industry trends.
• Adhere to company service standards and performance metrics.

Skills

Customer service

Communication skills

Problem solving

Remote work

CRM software

Education

High school diploma or equivalent

Travel industry certifications (a plus)

Tools

CRM software

Online communication tools

Job description

About the Role

Our client, a rapidly growing online travel agency, is seeking a dedicated and customer-focused Remote Guest Experience Specialist to join their virtual team. Based remotely, this role is crucial in ensuring our clients have seamless and exceptional travel experiences from booking to post-trip follow-up. You will be the primary point of contact for guests, providing support via multiple channels including email, chat, and phone. This position requires individuals who are passionate about service, possess excellent communication skills, and thrive in an independent, remote work environment. You will handle inquiries, resolve issues, offer personalized recommendations, and gather feedback to continuously improve our guest services. This is a fantastic opportunity to contribute to a leading online travel brand from the comfort of your own home, serving guests across various time zones.

Key Responsibilities

• Provide outstanding customer support to guests via email, live chat, and phone.
• Respond to inquiries regarding bookings, cancellations, modifications, and travel information.
• Troubleshoot and resolve guest issues in a timely and efficient manner, ensuring high levels of satisfaction.
• Offer personalized travel advice and recommendations to enhance the guest experience.
• Collect and document guest feedback, identifying trends and areas for improvement.
• Collaborate with internal departments (e.g., bookings, operations) to resolve complex guest issues.
• Maintain accurate records of guest interactions and resolutions in the CRM system.
• Proactively identify opportunities to improve the guest journey and service protocols.
• Stay up-to-date with company products, services, and travel industry trends.
• Adhere to company service standards and performance metrics.

Requirements

• Proven experience in customer service, hospitality, or a related field.
• Exceptional written and verbal communication skills.
• Strong problem-solving abilities and a customer-centric approach.
• Proficiency with CRM software and online communication tools.
• Ability to work independently and manage time effectively in a remote setting.
• A stable internet connection and a dedicated home office setup are required.
• Experience in the travel or tourism industry is a strong advantage.
• High school diploma or equivalent; further education or certifications are a plus.
• Availability to work flexible hours, including some weekends and public holidays, as required by a global client base.
• Must be authorized to work remotely within South Africa.

Benefits

• Competitive annual salary of .
• Fully remote position offering excellent work-life balance.
• Comprehensive medical and dental insurance coverage.
• Performance-based incentives and bonuses.
• Opportunities for online training and professional development.
• Generous paid time off and holiday pay.
• Company-provided equipment (laptop, headset).
• Contribution towards home office setup costs.