CX Operations & Strategy Specialist – Tier 2
Join to apply for the CX Operations & Strategy Specialist – Tier 2 role at Host Wise | Property Management
CX Operations & Strategy Specialist – Tier 2
Join to apply for the CX Operations & Strategy Specialist – Tier 2 role at Host Wise | Property Management
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Job Opening: CX Operations & Strategy Specialist – Tier 2
Get to Know Us
Host Wiseis a game-changingproperty managementcompany in Portugal, driven by a passion for revolutionising the vacation rental and real estate investment sectors. We connectproperty owners, real estate investors, tourists, anddigital nomadsfrom all corners of the world.
Lightning-fast Growth StartUp, we closed 2024 with promising numbers:Managing over 450 properties(apartments, houses and hostels)10M€ annual revenue, 50 talented people andsuccessfully spinning offInvest WiseandTravel Wise.
Our Culture at Host Wise
We are passionate about creating a people-first environment that valuesgrowth,responsibility, andinnovation. We believe in:
- Investing in our team'spersonal and professional development;
- Fostering acollaborative,transparent, andinclusiveworkspace;
- Prioritizing accountability andautonomy in decision-making;
What you'll be doing
You will be the first point of contact for many of our customer (owners, guests and suppliers) and will be responsible for:
- Managing and prioritizing multiple reservations and communications daily;
- Providingtimely support and ensuring smooth resolutionof any issues or requests;
- Monitoring the workflow using platforms/softwares likeZendesk, Aircall, Breezeway, Slack,andTrello;
- Collaborating across departments to ensure allguest experiencesmeet Host Wise standards;
- This position requires a high level ofcommitment and accountability, as we aim to grow professionals into leadership roles by providing continual learning opportunities.
This position requires a high level of commitment and accountability, as we aim to grow professionals into leadership roles by providing continual learning opportunities.
Key Responsibilities
- Provide and supervise1st level support, guidance and solutions or answers to our guests before, during and after their stay, over the CRMZendeskand telephone - using theAircallsolution;
- Dealing with2nd level support ticketsand complaints, finding agile solutions to any situation, ensuring the satisfaction of our customers;
- Receive, assess, prioritise and resolvecustomer inquiries;
- Ensure the follow-up of customer requests andcoordinate with the operations teamor a more senior member of the team in order to achieve a better customer service with a fast response time;
- Maintaindetailed records of all guest interactions, ensuring that all information is accurately documented and easily accessible to other team members;
- Contributing to continuous improvement:Identifying opportunities to optimize our processes and raise the quality of customer support;
- Be responsible for following management direction and providingfeedback.
Technical Skills
- Proficiency in customer service/ticketing platforms(Zendesk, Breezeway, Aircall);
- Strongorganizational skillsusing tools like Trello;
- Familiarity withteam collaborationplatforms (Slack, Google Workspace);
- Confidence in usingAItools such asChatGPTto enhance productivity;
Soft Skills
- Resilienceunder pressure and a solution-driven mindset;
- Excellent communicationacross teams and with clients;
- Critical thinking, especially when decisions have financial impacts;
- Autonomy and proactivenessto act quickly and independently;
- Adaptability, with an openness to change and diverse perspectives;
- Availability to work onweekends and holidaysas needed;
Experience & Qualifications
- 3+ yearsin a customer support or customer service role;
- Strongproblem-solving mindset— you don't close a case until it's fully resolved;
- A commitment tocontinuous improvementin processes and service;
What You'll Get in Return
- Salary:We offer our workers a competitive salary. Our compensation structure is designed to be fair and transparent. It is adjusted based on your experience and performance and comes with attractive benefits;
- Career Growth:Accelerated progression opportunities, with annual reviews and potential for increased responsibilities;
- Flexible Work Environment:Remote-friendly policy and state-of-the-art office space in Downtown Porto with a lovely terrace;
- Team Engagement:Regular team events to celebrate our collective success.;
- Wellness Programs:Access to online and in-person personal training sessions;
Ready to embark on a journey where your skills will be valued, and your ideas will shape the industry's future?
Seniority level
- Seniority level
Entry level
Employment type
- Employment type
Full-time
- Industries
Hospitality
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