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Customer Service Representative

7 months ago

Port Melbourne, Australia Fresh Sheets Full time

**About Fresh Sheets**:
Fresh Sheets is Melbourne's premier Airbnb turnover service, driven by a commitment to impeccable service and hospitality. As the leading name in professional home preparation for Airbnb hosts, our mission is to ensure every guest steps into a pristine environment, feeling truly at home.

**Our Values**:
**Exceptional Quality**: Our clients trust us to uphold the highest standards. Every task, no matter how small, is completed with precision and care.

**Integrity and Transparency**: Open communication is central to our business. We are honest, upfront, and always prioritize our clients' best interests.

**Sustainability**: We believe in a clean environment, both inside homes and out. Our methods and products reflect our commitment to environmental responsibility.

**Continuous Improvement**: The world of hospitality is ever-evolving, and so are we. We continually seek feedback, learn, and innovate to serve our clients better.

**Teamwork**: Every member of our team plays a crucial role. We support, respect, and uplift one another, always striving for collaborative success.

**Key Responsibilities**:
**Client Interaction**: Address inquiries, concerns, and feedback from both Airbnb hosts and guests in a timely and professional manner.

**Booking Management**: Coordinate with clients and our operational team to schedule turnovers and any special requests.

**Feedback Loop**: Regularly collect feedback from clients and liaise with the management team to implement improvements.

**Maintain Knowledge Base**: Stay updated with Airbnb policies, local regulations, and best practices to guide and advise clients accordingly.

**Documentation and Reporting**: Maintain accurate records of interactions, identify patterns, and submit regular reports to the management.

**Skills and Qualifications**:
**Communication**: Exceptional written and verbal communication skills.

**Problem Solving**: Ability to assess situations, think critically, and offer effective solutions.

**Customer-Centric**: A genuine passion for ensuring client satisfaction and building long-term relationships.

**Adaptability**: The fast-paced nature of the Airbnb world means changes can be frequent. Adaptability and resilience are key.

**Tech-Savvy**: Familiarity with customer service software, Airbnb platform, and basic office software.

**What We Offer**:

- Competitive salary package.
- Opportunity to grow in a leading business in the Airbnb industry.
- A supportive and dynamic work environment.
- Ongoing training to stay at the forefront of the hospitality sector.

If you align with our values and have the skills to champion this role, we would love to hear from you. Join us in setting the gold standard for Airbnb turnovers in Melbourne.

**Salary**: $46,730.08 - $68,166.47 per year

**Benefits**:

- Employee mentoring program
- Gym membership
- Professional development assistance

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Annual bonus
- Overtime pay
- Performance bonus

Ability to commute/relocate:

- Port Melbourne, VIC 3207: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Inbound call centre: 1 year (preferred)
- Outbound call centre: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Authorisation:

- Australia (preferred)

Shift availability:

- Day Shift (preferred)

Work Location: In person