Customer Service Specialist

WHAT WE CAN OFFER

·     13^th month Salary

·     Sales Commission

·     Yearly performance bonus based on KPI

·     Loyalty bonus (successful completion of service per year)

·     Yearly salary increases according to company policy

·     Quarterly achievement award

·     Social health insurance

·     Paid Annual leave

·     Professional and dynamic working

·     Competitive Salary (to be discussed more in interview)

·     Birthday welfare

·     Parking allowance

·     Teambuilding activities and social events (company trips, charity trip, New Year's party, kickoff party, team building, lucky money)

·     A chance to develop working practices and knowledge base with foreigner manager.

·     A focus on personal and professional growth based on individual goals.

·     Entitled to Vietnamese national and public holidays according to the labor code

·     Other benefits as company's regulation

Job Descriptions

As a Customer service specialist for our hotel and resorts sector, your will ensure the highest quality of customer service possible through providing excellent solutions for customer's inquiries and issues leading by example.

·      Support Business activities two small homestays.

·      Serving customers via social media (live chat, Facebook, hotline) and make sure highest standards are maintained.

·      Respond to enquiries about hotel products and services by telephone, email and reservation sites according to standard customer service guidelines.

·      Organize and support remote check in and checkout for guests coordinating with property caretakers.

·      Effectively manage OTA's ( Airbnb, booking.com, Agoda, Traveloka etc.) Experience not required and will be trained.

·      Understand basic excel sheet to record daily expenses and profit and loss statement, up-sell and promote Hotel facilities & services at every available opportunity in order to maximize sales revenue

·      Determine guest needs and quote the appropriate room and rate as per requirements

·      Process amendments to reservations such as extensions, early departures, etc.

·      Coordinate and communicate with all other departments and remote onsite manager to ensure a smooth operation

·      Ensure customer expectations are achieved/exceeded through excellent customer service and focus on feedback and weekly debrief to line manager.

·      Take high responsibility for serving customers by wow Customer Service.

·      Follow any other tasks assigned by office manager/line manager.

Job requirements

·      Minimum of 1-2 years customer service experience.

·      Proactive attitude, hardworking, methodical and very structured, able to work both independently and within a team.

·      Excellent verbal and written communication skills – both Vietnamese and English

·      Skills in listening, problem solving, and forward thinking

·      Ability to learn and adapt in a fast moving environment. Familiarity with Ecommerce is a plus.

·      High collaboration with all departments, open-minded & flexible align the process with counterparts from other functions.

Interested candidates can send their CV to [Confidential Information].