Customer Experience Specialist
Hometime
About Hometime:
We simplify short-term rental property management by providing homeowners with expert support and easy-to-use technology. Our ecosystem delivers transparency and better results for everyone involved. We have generated over $100m in bookings, have a strong relationship with Airbnb, and are backed by top venture capital firms. Join our growing team to help lay the foundations of our future success.
About the role: The Customer Experience Specialist at Hometime ensures a positive customer journey for both homeowners and guests. Ideal candidates have strong communication skills, problem-solving abilities, and a customer-focused approach.
This is the job for you if you are excited about:
- Short term rental industry
- Interacting with people to make a positive impact on their experience
- Improving customer satisfaction and loyalty
- Thriving in a dynamic and fast-paced work environment for personal and professional growth
What you’ll do:
- Responding to customer inquiries and resolving customer issues in a timely and professional manner
- Managing customer escalations and complaints. Listen to customer complaints, understand their concerns, and work to find solutions that meet their needs
- Gathering customer feedback to improve customer satisfaction. Identify areas where the customer experience can be improved and make recommendations to enhance the customer experience
- Develop and build customer relationships with customers by providing personalised service and following up with them to ensure their satisfaction
- Identify trends and enquiry patterns and drive continuous improvements to deliver best-in-class customer experience and therefore achieve higher earnings
- Provide best practice customer advice and support to the partner network to assist them in achieving their goals and exceeding their customers' expectations
- Collaborating with cross-functional teams to ensure the business offers the best possible experience to our customers and implement any required changes that enhance the customer experience
- Analysing customer data: Use data and analytics to understand customer behaviour and preferences, and to identify trends and opportunities for improvement and simultaneously to make informed decisions
- Assist in the development and implementation of broader Customer Experience projects strategies and initiatives
Required experience:
- Prior experience in customer service. You should have a strong understanding of customer needs and expectations, as well as the ability to manage customer relationships effectively
- Excellent communication skills, both verbal and written, with customers, team members, and management
- Candidates must be able to analyse data, identify trends, and develop strategies to improve the customer experience
- Proficient in customer service, managing customer relationships, and meeting their expectations
- Empathetic, patient, and calm in challenging situations, able to handle multiple inquiries simultaneously
- Previous experience within the Tourism and/or Short term rental industry (preferred)
- 12-month contract hire
- Must be based in Gold Coast
Tools you’ll be using:
- Hubspot
- Slack
- Hometime PMS
- G suite
- Notion
- Knowi
- Kixie
Benefits:
- Competitive salary in line with your experience
- Fully flexible working arrangement
- Coffee allowance of $75 per month to enjoy at your local cafe when you work
- Extra day of leave for your birthday to celebrate all things you with your friends and family
- Free time off between Christmas and New Year thanks to Hometime’s Holiday Week
- Quarterly events, both virtual and in person, to come together with your teammates