Remote Guest Experience Specialist

Placements24; Mossel Bay; Hybrid; ZAR 240,000 - 360,000; Full time

Job summary

Placements24 is seeking a Remote Guest Experience Specialist to support guests worldwide from a home office, delivering prompt, professional, and personalized service.

You will be the primary contact for inquiries, resolving issues across email, chat and phone, and ensuring a positive, memorable guest journey with every interaction.

This remote role offers full-time hours, provided equipment, and opportunities to grow with a dynamic global team.

Qualifications

• Experience in customer service, hospitality, or guest-facing roles.
• Excellent written and verbal English communication.
• Proficient with CRM software and standard office applications.
• Strong problem-solving skills and ability to stay calm under pressure.
• Reliable high-speed internet and a dedicated home office environment.

Responsibilities

• Respond to guest inquiries via email, chat, and phone promptly.
• Provide information about services, bookings, and travel arrangements.
• Handle complaints with empathy and resolve issues.
• Document interactions and resolutions in the CRM system.
• Collaborate with internal departments to resolve complex guest concerns.

Skills

Customer service

Hospitality

Communication skills

Problem solving

Calm under pressure

Remote work discipline

Tools

CRM software

MS Office

Job description

About the Role

Our client is seeking a dedicated and empathetic Remote Guest Experience Specialist to join their expanding customer support team, servicing guests worldwide from the comfort of their homes. In this role, you will be the primary point of contact for guests, addressing inquiries, resolving issues, and ensuring every interaction contributes to a positive and memorable experience. You will leverage digital communication tools to provide prompt, professional, and personalized support, playing a crucial role in maintaining customer loyalty and enhancing our client's brand reputation globally. This position offers the flexibility of remote work combined with the challenge of delivering exceptional service across diverse guest needs and expectations.

Key Responsibilities

• Respond to guest inquiries and resolve issues via email, chat, and phone in a timely and professional manner.
• Provide detailed information about services, bookings, and travel arrangements, anticipating guest needs.
• Handle complaints and difficult situations with patience and empathy, seeking effective solutions.
• Document all guest interactions and resolutions accurately in the customer relationship management (CRM) system.
• Collaborate with internal departments to address and resolve complex guest concerns.

Requirements

• Proven experience in customer service, hospitality, or a related guest-facing role.
• Excellent written and verbal communication skills in English.
• Proficiency with CRM software and standard office applications.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Reliable high-speed internet connection and a dedicated, distraction-free home office environment.

Benefits

• Competitive annual salary with potential for performance bonuses.
• Full remote work setup with provided equipment.
• Comprehensive health, dental, and vision insurance plans.
• Paid time off and company holidays.
• Opportunities for training and advancement within a growing global company.