Customer Service and Administrative Support

Administrative Support: Handle day-to-day administrative tasks, including managing emails, phone calls, and scheduling appointments. Maintain accurate records and files, ensuring confidentiality of sensitive information. Customer Service: Serve as the primary point of contact for guests and hosts, providing prompt and friendly assistance via phone, email, and chat platforms. Respond to inquiries, requests, and complaints in a professional and empathetic manner. Resolve conflicts and problems effectively, finding appropriate solutions to ensure guest satisfaction and maintain positive host relationships. Provide guidance and support to guests and hosts, offering recommendations, addressing concerns, and answering questions about listings, amenities, policies, and local attractions. Account Management: Monitor and manage guest and host accounts, ensuring accuracy of information and resolving account-related issues. Process payments, refunds, and security deposits, following established procedures and financial guidelines. Quality Assurance: Conduct periodic reviews of guest feedback and ratings to identify areas for improvement and provide recommendations to management. Monitor and enforce compliance with company policies, guidelines, and standards to maintain service quality and guest satisfaction. Report any technical issues, bugs, or system errors to the appropriate teams for resolution. Qualifications and Skills: High school diploma or equivalent; bachelor's degree preferred. Previous experience in customer service, hospitality, or related fields is highly desirable. Exceptional interpersonal and communication skills, with the ability to effectively communicate with guests and hosts from diverse backgrounds. Strong organizational and multitasking abilities, with a keen attention to detail. Problem-solving and conflict resolution skills, with a customer-centric approach. Flexibility to work evenings, weekends, and holidays as needed.