Customer Experience Specialist

Are 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**:
**This is the job for you if you**:

- Like to make a positive impact on guest and hosting partner experiences
- Want to work in the short-term rental industry ensuring guests are making lasting memories
- Thrive in a dynamic and fast-paced work environment
- Are looking for professional and personal growth
- Enjoy interacting with individuals to make a positive impact on their short-stay experiences

**What the day-to-day looks like in this role**:

- Responding to customer inquiries and resolving customer issues in a timely and professional manner
- Managing customer escalations and complaints by listening to customer complaints, understanding their concerns, and working to find solutions that meet their needs
- Gathering customer feedback to improve customer satisfaction and identifying areas where the customer experience can be improved and making recommendations to enhance the customer experience
- Developing and building customer relationships by providing a personalised service
- Identifying trends and enquiry patterns to help drive continuous improvement
- Collaborating with Hometime’s partner network to provide best practice customer advice
- Analysing customer data by using data and analytics to understand customer behaviour and preferences, and to identify trends and opportunities for improvement
- Driving the development and implementation of broader Customer Experience projects strategies and initiatives

**What you’ll bring to the table**:

- Previous experience with the tourism, corporate travel, and/or short-term property rental
- Strong and patient communicator
- Prior experience in customer service
- The must-have criteria for this role:

- Strong understanding of customer needs and expectations, as well as the ability to manage customer relationships effectively
- Excellent communication skills, both verbal and written
- Strong conflict resolution delivered with empathy and a calm demeanour
- Ability to analyse data, identify trends, and develop strategies to improve customer experience
- The 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 experience
- Access to coworking and collaborative spaces
- Coffee allowance on your own Airwallex card to enjoy at your local cafe
- Birthday leave to celebrate all things you with your friends and family
- Supportive paid parental leave policy including secondary carers, adoption leave and special maternity leave
- 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

**About 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.