Guest Experience Advocate

5 days ago

Ultimo, Australia MadeComfy Full time

**About MadeComfy**
We are a passionate and diverse team with a mission to build the world’s most loved short-term rental and hospitality company. Led by our proprietary technology with a professional, customer-centered approach, we enable Real Estate Agencies to manage short
- and mid-term rentals on scale and property owners to generate higher rental returns.

**Company Culture**
We know that culture cannot exist solely within a single person, it lives within shared values, beliefs & behaviours. Our core values bind us together and amplify our abilities, we see them as timeless guiding principles - Trust, Agility, Empowerment & Wow.

**Overview**:
The Guest Experience Advocate role is vital within our wider Customer Experience Team. Your efforts will help shape our customers' experiences and drive positive reviews on all our platforms. You will play a critical role in ensuring our customers have a wonderful stay whilst also ensuring any escalations are well managed and mitigated. Your exceptional problem-solving skills and strategic thinking will be instrumental in the growth needed to become the world's most loved short term rental company
- **Responsibilities**:
*
- Offering an end to end experience: You will take full ownership of customer requests and issues ensuring you work hand in hand with other teams and always close the loop, both internally, with our external partners and of course, for our guests in a prompt and timely manner.
- Supporting selected customers from booking to after check-out, including long-stays, VIP guests and customers escalated from our offshore team.
- Strong written & verbal communication skills: Adapting your style to mirror our customers. Presenting as knowledgeable on all procedures and processes with the ability to translate them to our customers in a simple and digestible way.
- Putting a continuous improvement lens on processes to ensure continuous customer satisfaction.
- Working towards and continuously improving on customer satisfaction metrics.
- Point of contact within the GX and wider teams to take ownership of escalations: both proactively and reactively, as required.
- Working to minimise potential risks for the business, both financial and to our brand reputation, when working on unresolved customer matters.
- Ad Hoc project work for GX and other teams.
- Training and coaching team members.
- Onboarding and helping ramp up new recruits.
- Ensuring a seamless customer experience, working with our Tech and Product teams to report any challenges and work through solutions.
- You will be required to support all GX functions and touchpoints as needed, such us: reservations & reviews.

**Salary on offer: $65,000**

**Salary**: $65,000.00 per year

**Benefits**:

- Work from home

Schedule:

- 8 hour shift

Work Location: In person

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