Customer Care Executive

Michelin star guide for holiday homes

  • Location : All London, Central London
  • Salary : £24,000 - £27,000
  • Contract : Full Time
  • Reference Number : WtLsQA72
  • Application Closing Date : 19 March 2020
  • Placement : Graduate Job ( permanent )

Company Description

This company is building a marketplace of the world’s best short-term rental homes.

They take a systematic approach to testing every single home on the planet, accepting only the top 1%. This is done by putting each home through a specially designed test: a gruelling hospitality exam, which uses a mix of algorithms and physical visits by hospitality experts.

Having launched three years ago in London, they e are now in 12 cities across 9 countries and have vetted over 100,000 homes.

The business is backed by some of the world’s top VCs and angel investors who have built many of the world’s most exciting companies of today. These include TransferWise, Citymapper, BuzzFeed, Appear Here, Graze, Depop, SoFarSounds, Marvel, GymBox, Secret Escapes and many more.

Job Description

The Customer Care Team’s mission is to keep people happy. You will ensure that Guests and Hosts are thrilled with their experience and that their Net Promoter Score continues to be a record breaking one.

The Role

The Customer Care Team handle any post-booking questions from Guests and Hosts. You will speak to them on the phone, on chat and by email. You will help to resolve problematic situations and ensure that things run smoothly. You need to think on your feet and outside the box to be successful and you need to be able to keep your cool.

Your targets will include:

  • Increasing Guest and Host NPS
  • Reducing refunds and cancellations
You will be a key part of a friendly, ambitious team and working in an environment that is focused on learning, improving and delivering. Note that due to the nature of the business, you will be expected to work outside of the Monday-Friday, 9-5pm schedule. It will likely involve Tues - Sat or Sunday - Thursday one weekend day).

You are a vital part of the brand voice - you won’t read from a script and will be confident and comfortable speaking with lots of different kinds of people.

About you
  • You are a positive, calm person who is naturally inclined to help people
  • You are excited to learn and also to make an impact to benefit the overall team through continuous improvement
  • As the business is growing, they are keen to add more language skills and international knowledge to the team
  • Fluent English; exceptional written and verbal communication.
Apply now
  • Location : All London, Central London
  • Salary : £24,000 - £27,000
  • Contract : Full Time
  • Reference Number : WtLsQA72
  • Application Closing Date : 19 March 2020
  • Placement : Graduate Job ( permanent )
Apply now