Customer Experience

**WHO WE ARE?**

Scape’s vision is to be the Earth’s best living company (so you can see straight off the bat we are a conservative bunch). We are a leading provider of student accommodation in Australia. We currently have the capacity to provide a home to 15,000 students (and are growing) and we don't simply provide a bed and roof; we also provide a unique, amazing experience and a safe environment to help students make the most of their studies.

**THE ROLE**

The Customer Service Officer (Nights) is a key member of the Melbourne-based Operations team, responsible for ensuring the safety and security of residents as well as ensuring the effective management and escalation of incidents. _The role will be working night shifts from 11pm - 7am on a rotating roster._

As a Customer Service Officer (Nights) your key responsibilities will include:

- Conducting nightly audits to ensure accuracy and completeness of all financial transactions, including room charges, cash handling, and credit card transactions.
- Managing the night shift operations, including guest check-ins and check-outs, responding to guest inquiries and requests, and ensuring smooth operations during the night.
- Verifying the accuracy of guest accounts, resolving any discrepancies, and preparing detailed reports for management.
- Ensuring the security and safety of the premises during the night, monitoring CCTV systems, and promptly addressing any security concerns or emergencies.
- Assisting with administrative tasks, such as updating reservations, processing payments, and maintaining accurate records.
- Collaborating with other hotel departments to ensure seamless communication and coordination between shifts.
- Providing exceptional customer service to guests, addressing their needs, and resolving any issues or complaints in a professional and timely manner.

**THE IDEAL CANDIDATE**

We are seeking a passionate and motivated Customer Service officer, where the importance of a fun and vibrant stay coupled with the safety of our Melbourne residence is of the utmost importance.
- Minimum 2 years’ experience in a customer service/operations role.
- Excellent written and verbal communication skills.
- Excellent organisational skills, with the ability to manage competing priorities, without compromising accuracy and customer service.
- Computer literacy, with proficiency in Microsoft Office suite and database management systems.
- Leadership and supervisory experience and skills.
- Exceptional customer service including conflict resolution skills

The successful applicant will require Working with Children Check (WWC) and Police Check upon appointment.

**PERKS AND BENEFITS**

At Scape, we are all about creating and sharing the good vibes. Below are just some of the scape-tastic perks of joining our team:

- A day of to celebrate your birthday, however you want
- A recharge day (known affectionately as a Bueller Day)
- ‘Escapes’ - stay at any of our buildings in any state for up to 5 nights free of charge
- Referral bonuses
- EAP, Sonder & Duress support
- Award salary - $66,868

**THE FINE PRINT**
- At Scape we honour and welcome our rich heritage and contributions of First Nations and Indigenous peoples. Our workplace embraces diversity and strives to create an inclusive environment that respects and values your culture, traditions, and perspectives. Join us in building a harmonious and empowered community where everyone's voice is heard and celebrated._

This is a great time to be joining a growing business, that is willing and able to make a difference for our student residents, stakeholders and the community as a whole.

**No agencies please.**

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