Customer Support

Overview The Customer Support is responsible for the champion of owner’s relationship with the assigned portfolio. Responsible for assisting daily administrative tasks by providing constant updates to Account Executives on both daily and urgent tasks. Coordinating with different departments including Design, Maintenance, Finance, listing and guest experience team to provide updated information and follow-ups. Key Responsibilities Be an owner advocate. Building relationships with property owners, through active communications regarding their investment performance, regulatory, policy, and operational changes. Ensure all communications related to assigned portfolio/market is responded within a timely fashion Phone calls: Answer within 3 phone rings or 2 minutes for any missed calls during business hours. Emails, Text, WhatsApp, WeChat: Respond within 5 minutes during working hours (9am - 9pm EST) or 12 hours outside of working hours. Internal communications: actively monitoring Slack & Internal Emails to respond within 2 minutes for urgent items 30 minutes for non-urgent items During the first 1 hour of the next scheduled shift for non-urgent items communicated outside office hours. Coordinate and follow-up on various day-to-day tasks including owner stays, quotes approvals, onboarding, and P&L reports. Proficient on various project management and online tools (eg. Clickup, Google Workspace, Breezeway etc..) and maintain client database (CRM) to ensure all information is correct and up to date. Collaborate with other departments to address owner requests and achieve the highest level of satisfaction. Cultivate trust and personal connections with owners to further understand their needs and identify opportunities. Manage and develop performance of direct reports. Actively communicate with internal team members and cultivate resources to support owner success. Respond to communications from current and prospective clients to develop strong, personal rapport and resolve concerns. Manage client-related tasks in our project management tool, ensuring timely progress and prioritization of pending tasks. Stay aware of company goals and strategies to ensure projects align with business priorities. Provide creative insights and solutions to address client/organizational challenges. Perform additional duties as assigned. OH&S Actively participate and contribute with the improvement of company procedures and processes. Follow all procedures and guidelines and applicable law and regulations. Promote a professional and cooperative working environment, based on mutual respect and trust. Promote safe behaviour in the workplace. Requirements Bachelor's degree in Hospitality, Business Administration, Marketing, Communications, or a related field. Minimum of 1-2 years of experience in Hospitality in a team lead or supervisor capacity. Excellent communication, interpersonal, and negotiation skills. Strong problem-solving and analytical abilities. Ability to prioritize and manage multiple tasks and projects simultaneously. Proficiency in using project management tools and software. Adept at building and maintaining strong relationships with clients and stakeholders. Familiarity with financial reports and an understanding of profit and loss statements. Comfortable working in a remote (work-from-home) environment with stable/high speed & reliable Internet. Soft Skills Demonstrated proficiency in verbal and written communication in English, enabling effective communication with property owners, company stakeholders, and team members. Self-motivated and capable of multitasking in a fast-paced environment, ensuring timely progress on client-related tasks and project management. Adaptability and responsiveness to changing conditions, priorities, technologies, and requirements in order to maintain the highest level of client satisfaction and support department efficiency. Professional demeanor and strong time management skills, allowing for effective delegation, guidance, and collaboration with Account Executives and other departments. This role typically requires 40 hours on duty and 10 hours on call a week. The candidate needs to demonstrate a resilient and get-it-done attitude and be able to work under high pressure. Proficiency in creative problem-solving and the ability to address client and organizational challenges using innovative, indirect approaches. Hours: 8:00am-5:00pm EST ( 3:00pm- 12:00am SA) #J-18808-Ljbffr