Customer Experience Specialist
vor 2 Wochen
Gold Coast, Queensland 9726, Australia • Full-time
DescriptionAre you a dynamic and customer-focused individual?
As the Customer Experience Specialist at Hometime, you will be the primary point of contact for our guests and property owners, ensuring a seamless and delightful experience from booking to checkout.
Your ability to communicate effectively, solve problems quickly, and maintain a positive attitude will be key to your success.
At Hometime, we're genuine about bringing together a diverse team of experts to make short-term rentals better for everyone.
We're a tech-enabled business combining the power of people with industry knowledge helping our ecosystem of homeowners, hosts and guests to have a five-star experience.
About the role: The Customer Experience Specialist role at Hometime ensures a positive customer journey for both homeowners and guests.
Ideal candidates will have strong communication skills, problem-solving abilities, and a customer-focused approach.
This is the job for you if you: Like to make a positive impact on guest and hosting partner experiencesWant to work in the short-term rental industry ensuring guests are making lasting memoriesThrive in a dynamic and fast-paced work environmentAre looking for professional and personal growthEnjoy interacting with individuals to make a positive impact on their short-stay experiencesWhat the day-to-day looks like in this role: Responding to customer inquiries and resolving customer issues in a timely and professional mannerManaging customer escalations and complaints by listening to customer complaints, understanding their concerns, and working to find solutions that meet their needsGathering customer feedback to improve customer satisfaction and identifying areas where the customer experience can be improved and making recommendations to enhance the customer experienceDeveloping and building customer relationships by providing a personalised serviceIdentifying trends and enquiry patterns to help drive continuous improvementCollaborating with Hometime's partner network to provide best practice customer adviceAnalysing customer data by using data and analytics to understand customer behaviour and preferences, and to identify trends and opportunities for improvementDriving the development and implementation of broader Customer Experience projects strategies and initiativesWhat you'll bring to the table: Previous experience with the tourism, corporate travel, and/or short-term property rentalStrong and patient communicatorPrior experience in customer serviceStrong understanding of customer needs and expectations, as well as the ability to manage customer relationships effectivelyExcellent communication skills, both verbal and writtenStrong conflict resolution delivered with empathy and a calm demeanourAbility to analyse data, identify trends, and develop strategies to improve customer experienceThe role is onsite and will report to our Gold Coast office 5x a week.What we can offer you: Competitive salary in line with your experienceAccess to coworking and collaborative spacesCoffee allowance on your own Airwallex card to enjoy at your local cafeBirthday leave to celebrate all things you with your friends and familySupportive paid parental leave policy including secondary carers, adoption leave and special maternity leaveFree time off between Christmas and New Year thanks to Hometime's Holiday WeekQuarterly events, both virtual and in person, to come together with your teammatesAbout Hometime: Hometime is a professional management company for holiday homes and short-term rentals.
We make managing short-term rental properties easier by eliminating the need for homeowners to self-manage their holiday homes.
We're on a mission to make short-term rentals better for everyone.
We're making it better for guests who want to know they're choosing a five-star experience managed by someone who lives, works and supports tourism in the community; better for homeowners who need a trusted partner to manage the end-to-end process when someone stays in their home; and better for the community who have peace of mind that short stays are managed locally and professionally.
Our model centres on a network of local hosts operating in key tourism areas across Australia.
We partner with these community operators to deliver highly localised services while professionalising the industry and providing an elevated experience for homeowners and guests.
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