Customer Experience Specialist

2 weeks ago

Gold Coast, Australia Hometime Full time

**About Hometime**:
We simplify short-term rental property management by providing homeowners with expert support and easy-to-use technology. Our ecosystem delivers transparency and better results for everyone involved. We have generated over $100m in bookings, have a strong relationship with Airbnb, and are backed by top venture capital firms. Join our growing team to help lay the foundations of our future success.

This is the job for you if you are excited about:

- Short term rental industry
- Interacting with people to make a positive impact on their experience
- Improving customer satisfaction and loyalty
- Thriving in a dynamic and fast-paced work environment for personal and professional growth

**What you’ll do**:

- Responding to customer inquiries and resolving customer issues in a timely and professional manner
- Managing customer escalations and complaints. Listen to customer complaints, understand their concerns, and work to find solutions that meet their needs
- Gathering customer feedback to improve customer satisfaction. Identify areas where the customer experience can be improved and make recommendations to enhance the customer experience
- Develop and build customer relationships with customers by providing personalised service and following up with them to ensure their satisfaction
- Identify trends and enquiry patterns and drive continuous improvements to deliver best-in-class customer experience and therefore achieve higher earnings
- Provide best practice customer advice and support to the partner network to assist them in achieving their goals and exceeding their customers' expectations
- Collaborating with cross-functional teams to ensure the business offers the best possible experience to our customers and implement any required changes that enhance the customer experience
- Analysing customer data: Use data and analytics to understand customer behaviour and preferences, and to identify trends and opportunities for improvement and simultaneously to make informed decisions
- Assist in the development and implementation of broader Customer Experience projects strategies and initiatives

**Required experience**:

- Prior experience in customer service. You should have a strong understanding of customer needs and expectations, as well as the ability to manage customer relationships effectively
- Excellent communication skills, both verbal and written, with customers, team members, and management
- Proficient in customer service, managing customer relationships, and meeting their expectations
- Empathetic, patient, and calm in challenging situations, able to handle multiple inquiries simultaneously
- Previous experience within the Tourism and/or Short term rental industry (preferred)
- Must be based in Brisbane/Gold Coast

**Tools you’ll be using**:

- Hubspot
- Slack
- Hometime PMS
- G suite
- Notion
- Knowi

**Benefits**:

- Competitive salary in line with your experience
- Fully flexible working arrangement
- Coffee allowance of $75 per month to enjoy at your local cafe when you work
- Extra day of leave for your birthday to celebrate all things you with your friends and family
- Free time off between Christmas and New Year thanks to Hometime’s Holiday Week
- Quarterly events, both virtual and in person, to come together with your teammates

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