Guest Recovery Agent (Remote Work Opportunity) Panama City, Panama City
Selina
Bastimentos, Panama
hace 11 horas

Description

SELINA NOMADIC ECOSYSTEMS

Our ecosystem consists in Hospitality, Food & Beverage, Tours, Wellness, Education, Construction, Real Estate, Coworking, Art & Design, Community outreach, Education, Surf, Sales, Marketing and Technology.

With 100+ Locations opening around the globe, we have multiple job opportunities at any given time.

LOOKING FOR AN AMAZING LIFE EXPERIENCE?

A unique opportunity to work for the fastest growing lifestyle and experience brand!

THIS OPPORTUNITY IS FOR YOU IF :

You are resourceful and creative with a passion for helping people. You enjoy putting in the extra effort to deliver a WOW experience.

Your positive attitude is contagious and you can stay calm and professional while dealing with angry and frustrated customers.

You are resilient and result oriented overcoming obstacles and challenges coming your way and are determined to drive long term improvement.

You are a curious citizen of the world who enjoys challenges, fast pace, moving around and learning something new every day.

Change is your ally and creativity your best friend!

Your Main Goal is to deliver the highest quality of service, listening to our guests feedback, showing empathy, and providing a quick solution so as to maintain high customer satisfaction and retention rates.

Always have a proactive attitude, be reliable and follow up with guests to build relationships and ensure resolution.

Always provide and deliver the best guest experiences using any tool of communication, including your coworkers.

Responsibilities

You are ready to jump in at any time and wear many hats because you value the growth you can have by learning to do it all.

Your responsibilities are (not limited to) :

  • Provide support to all guests that contact us by mail, telephone, chat (web / facebook) or any other way.
  • Prioritize and promptly respond to all guest feedback or complaints, providing appropriate solutions within time constraints and applying the Guest Recovery Compensation where applicable.
  • Build sustainable relationships of trust, go the extra mile to engage with customers and follow up to ensure resolution.
  • Communicate guest requests & information to the front desk when needed.
  • Communicate, follow up and close the loop internally with all locations on immediate actions for guest experience improvement.
  • Keep records of all guest interactions in the system.
  • Mandatory active participation to all the team meetings and training.
  • Requirements (language, years of experience, area of experience, specific knowledge)

  • 1 year of experience as a Customer Service Agent, Call Center Agent or similar role.
  • Proven experience in a client facing role in the hospitality industry.
  • Familiar with CRM systems & best practices. Optional
  • Customer-orientation and ability to adapt / respond to different types of characters
  • Ability to stay calm when customers are stressed or upset
  • Excellent problem-solving and communication both written and oral
  • English and Spanish advanced. Portuguese optional.
  • Good understanding of computer systems
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