Interacting with guests (b2b & b2c) via social media channels, whatsapp, online chat, email and phone
Control and update FAQ databases for all our channels
Monitor our social media accounts, reacting and responding to these
Escalate guest technology issues to the IT team
Achieve the highest standards of outstanding guest service: provide training and constant feedback to the team to safeguard that the citizenM culture of citizenM is clear to anyone that gets in contact with our guests
RAOKs: Random Acts Of Kindness - looking at ways to surprise and wow our guests
Constantly looking at ways to improve the guest experience and sharing this with the team
Collaborate with other teams within citizenM to report customer feedback
Analyze and improve guest service and report to either Head of or team lead
Requirements
People skills showing the ability to surprise, connect and touch
Being able to work in shifts (early morning, day and evening), at weekends and holidays
Ability to handle multiple tasks in a fast paced environment
Self starter who shows initiative
Attention for detail
Problem solving skills and can do mentality
Identify with the citizenM brand
Passionate about hospitality
Being able to work on weekends and holidays
Speak and write fluent in English and preferably one other language (French, Mandarin, Dutch or Spanish)
Relevant work experience in a similar role i.s. customer service, customer success, account management
Benefits
Good perks come with joining our Team
Personal and professional development opportunities and programs
Latest tech devices and all the tools you need to be successful in your role
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