Guest Support Specialist

About the Company

Nestify is an established international property management company that operates in the United Kingdom, France, Ireland and the United Arab Emirates. The company is owned, driven, and managed by a group of passionate individuals and a team of highly skilled experts. The Company employs talented individuals from across the globe that drives the success of the business. The Company is the preferred ‘Airbnb’ rental management partner for many international property owners, providing a higher letting income for short-, medium- and long-term stays. As a tech-driven company, the Company provides a ‘round-the-clock’ contactless service, ensuring customers worldwide can enjoy the stay they deserve. From booking to check-out, housekeeping, and maintenance - Nestify, takes care of everything and ensures a seamless experience for all – Clients and Guests.

About the Position

* The 'Guest Support Specialist' (fully remote) manages and resolves Guest related inquiries, concerns, and issues in a timely and professional manner to ensure an enjoyable stay for all Guests.

Main Duties & Responsibilities

* Respond to Guest related issues and concerns via various platforms such as ‘Chat’, ‘E-mail’ and ‘Phone’;
* Communicate effectively and efficiently with Guests;
* Troubleshoot and report Guest related issues and concerns as communicated by Guests;
* Action Guest related issues by reporting property related issues to the Property Manager, follow up to ensure property related issues are attended to timeously and keep Guests informed;
* Oversee, coordinate, and manage the Guest ‘Check in’ and Guest ‘Check out’ process;
* Ensure an effective Guest Support shift handover takes place from one shift to the next Guest Support Specialist Shift to ensure an ongoing and seamless Guest support services is maintained.

Qualifications, Knowledge & Work Experience

* Strong verbal and written communication in English
* Be technologically savvy – working with various software applications;
* The ability to handle various functions simultaneously and a keen sense of detail.
* Business related degree (Preferable);
* 1 to 2 years work experience working in a Guest Support function;
* General good practical working knowledge of Guest support functions in the hospitality industry
* Strong administrative task and management experience;
* Work experience having worked remotely preferably into the UK market
* A proven track record of working independently without the need to be closely managed

Working Days and Hours - United Kingdom Hours

* 5 days a week based on a rotating roster - Monday to Sunday - 9 hours a day, 1 hour lunch
* rotating 2 days off a week
* Working hours - 15:00 to 24:00 (3pm in the afternoon to 12am midnight)

What Nestify Offers

* A full-time freelance contract;
* Competitive remuneration package;
* Fully remote work in a global team;
* Generous annual leave;
* A Company culture that values loyalty, hard work, dedication, high performance, and work-life balance;
* An opportunity to grow in your career in terms of acquiring new skills and work experience;