Job Duties

• Handle guest, owner, and third-party interactions through our customer care software. Provide prompt, professional, and courteous responses to all inquiries.
• Update and manage support tickets in accordance with the company’s guest and owner care processes. Ensure accurate and timely resolution of issues.
• Offer assistance to onsite management teams as needed to resolve support tickets and ensure guest and owner satisfaction.
• Assist with Owners events and liaise with contractors and manufacturers.
• Identify and escalate complex or unresolved complaints to appropriate management teams. Follow up to ensure satisfactory resolution.
• Forward any relevant third-party email inquiries to the appropriate company personnel for further action.
• Maintain accurate records of interactions, resolutions, and feedback. Generate reports as required to track performance and identify trends.

Requirements

• Previous experience in a customer service or complaint handling role is preferred but not essential.
• Strong attention to detail with the ability to handle multiple tasks and ensure accuracy.
• Excellent organisational skills and the ability to manage time effectively.
• Competent using computers, including knowledge of Microsoft Word and Excel.
• Professional and approachable personality with excellent verbal and written communication skills.
• Ability to work well as part of a team and independently, demonstrating initiative and self-motivation.
• A clear understanding of GDPR rules and regulations, with a commitment to protecting customer data and privacy.
• Willingness to work alternate weekends on a rota basis.