Remote Guest Experience Specialist

Placements24; Klerksdorp; Híbrido; ZAR 180 000 - 240 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Fully remote position

Competitive salary

Health benefits

Career advancement opportunities

Flexible work schedule

Resumo da oferta

Placements24 is seeking a passionate Remote Guest Experience Specialist to elevate the guest journey across all touchpoints. You will respond to inquiries, resolve issues, and proactively enhance service quality from a home office, using CRM tools to track interactions.

We value clear, empathetic communication and a strong hospitality mindset. Join a dynamic remote team and help build guest loyalty while upholding brand standards and continuous improvement.

Qualificações

• Minimum 2 years in customer service, guest relations, or a related role.
• Excellent written and verbal communication with a friendly tone.
• Strong problem-solving and de-escalation skills.
• Proficient with CRM tools and online communication platforms.
• Ability to work independently in a remote, fast-paced environment.
• Legally eligible to work remotely for a South Africa–based company.

Responsabilidades

• Monitor guest inquiries, feedback, and complaints via email, chat, social media, and reviews.
• Proactively engage guests to anticipate needs and offer personalized service.
• Troubleshoot and resolve issues, escalate when needed.
• Document interactions and feedback in the CRM system.
• Analyze guest feedback to identify service improvements.
• Collaborate with operations and marketing to implement enhancements.
• Maintain a knowledge base of FAQs and protocols.
• Contribute to a positive guest experience at every touchpoint.
• Adhere to service standards and brand guidelines.
• Participate in remote team meetings and training.

Conhecimentos

Customer service

CRM software

Remote work

Communication

Formação académica

High school diploma

Hospitality or Communications degree a plus

Ferramentas

CRM software

Office suite

Descrição da oferta de emprego

About the Role

Our client is looking for a passionate and customer-focused Remote Guest Experience Specialist to join their innovative hospitality brand. This fully remote position is dedicated to enhancing the guest journey by proactively addressing needs, resolving issues, and ensuring a consistently positive experience across all touchpoints. The ideal candidate will excel at communication, possess a deep understanding of hospitality service standards, and be adept at using digital tools to connect with and support guests. You will be the voice of guest satisfaction, working remotely to build loyalty and maintain our client's reputation for outstanding service.

Key Responsibilities

• Monitor and respond to guest inquiries, feedback, and complaints received through various online channels (email, chat, social media, review sites).
• Proactively engage with guests to anticipate needs and offer personalized service enhancements.
• Troubleshoot and resolve guest issues effectively, escalating complex problems when necessary.
• Document guest interactions and feedback accurately in the CRM system.
• Analyze guest feedback trends to identify areas for service improvement.
• Collaborate with internal teams (e.g., operations, marketing) to implement service enhancements.
• Develop and maintain a knowledge base of FAQs and service protocols.
• Contribute to creating a positive and memorable guest experience at every stage of their interaction.
• Adhere to company service standards and brand guidelines.
• Participate in remote team meetings and training sessions.

Requirements

• Proven experience (2+ years) in customer service, guest relations, or a similar role, preferably within the hospitality or travel industry.
• Exceptional written and verbal communication skills, with a friendly and empathetic tone.
• Strong problem-solving abilities and a knack for de-escalating difficult situations.
• Proficiency in using CRM software, online communication tools, and standard office applications.
• Ability to work independently and manage multiple tasks in a fast-paced remote environment.
• A genuine passion for delivering outstanding customer service.
• High school diploma or equivalent; a degree in Hospitality, Communications, or a related field is a plus.
• Must have a reliable internet connection and a suitable home office setup.
• Comfortable working with technology and adapting to new digital platforms.
• Must be legally authorized to work remotely for a company based in South Africa.

Benefits

• This fully remote position offers unparalleled flexibility and the chance to work from anywhere.
• Our client provides a competitive salary, comprehensive health benefits, and opportunities for career advancement within a dynamic and guest-centric organization.
• You will be part of a supportive team that values collaboration and continuous improvement, contributing directly to guest satisfaction and loyalty for a well-regarded hospitality provider.
• Enjoy the benefits of a flexible work-life balance while making a tangible impact.