Customer Resolution Executive

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Promptly and professionally address and resolve guest complaints.

• Conduct thorough investigations into complaints and gather necessary information.

• Clearly and empathetically communicate resolutions to guests and owners.

• Record complaints and resolutions in the customer experience database.

• Fairly and accurately handle guest damage claims.

• Collaborate with maintenance and housekeeping to assess and validate claims.

• Agree on settlements and ensure timely processing of claims.

• Maintain comprehensive records of damage claims and their resolutions.

• Monitor customer feedback to identify trends.

• Collaborate with other departments to enhance overall service quality.

⛳️ Requirements

• Flexibility to work hours that include weekends as required.

• Capability to present information confidently at all organizational levels.

• Strong communication skills with a professional and customer-focused approach.

• Confidence in liaising with colleagues and customers via phone and email.

• Excellent multitasking, organizational, and time-management abilities.

• Strong administrative skills.

• Ability to work efficiently, manage workloads, and meet deadlines.

• Proven experience in customer service is preferred.

• Skill in approaching difficult conversations with diplomacy.

• Ability to empathize with customers and understand their situations.

• Capacity to remain calm under pressure, especially during peak times.

• Sales-oriented mindset.

• Proficiency in customer service software and the MS Office Suite.

• Capability to handle sensitive and confidential information.

• Analytical skills to interpret customer feedback and identify trends.

• Background in complaint resolution is advantageous.

• Availability to work 5 days a week from 9am to 5:30pm UK Time.

🏝️ Benefits

• Enjoy a relaxed and comfortable office environment.

• Be part of a Disability Confident Employer.