Customer Services Experience Host

Short Job Description: 

A dynamic local travel e-commerce platform is seeking a bright, articulate, detail-oriented applicant with a desire to contribute to creating a world-class guest/customer service experience, similar to that offered by a TOP 5-star hotel. The Customer Services Experience Host is a work from home role and is the virtual welcome to the platform for new as well as existing members.  This is a full day, work from home role that would suit a candidate who has some experience within the hospitality industry and who is extremely computer literate and digitally savvy.

Where will the candidate work from, if not home based? (Town/Suburb or state work-from-home): 
Work from Home
Select which one of these best describes the role: 
Full time - with flexibility
Main area of expertise for this position: 
Management - Hospitality and Tourism
Help Desk & Technology Support
Required computer program skills: 
Excellent proficiency
Estimated hours (state hours per day or week): 
Remuneration in ZAR: 
Remuneration term: 
Job posting date: 
Tuesday, November 5, 2019
Full Job Description: 




This vital position requires an action-oriented, flexible problem-solver who will assist members in resolving any and all member/guest-facing issues.

Agents will utilize Fresh Desk to handle correspondence.

This position is a work from home on a full time basis (40 hours per week).

Type of Role: Full Time, shifted environment.  Most shifts are day time Monday to Friday and you might be required to work over some weekends and public holidays.  Typically Mon-Fri 9AM-5PM (With 1hr Lunch Break) & one-weekend cover shift per month. 

Internet requirements: Uncapped Fiber or DSL line

Device requirements: Own computer.

The following skills are required:

Customer Orientated

  • Ability to empathize with and prioritize customer needs.

  • Uphold company values and respect every customer

  • Exude patience and ownership with each customer.

  • Ability to resolve conflicts and set appropriate expectations with customer.

  • Ability to determine customer needs and provide appropriate solutions primarily around when there is not a specific option available: date wise or destination wise for the customer's request.

Communication Skills

  • Ability to communicate clearly and concisely with both customers and coworkers

  • Comprehension skills-- ability to clearly understand and respond appropriately to the issues that the customer presents

  • Composition skills-- ability to consistently compose a grammatically correct, concise, and accurate written response to customer issues

Problem Solving Skills

  • Ability to approach problems logically and with good judgment to ensure the appropriate outcome

  • Ability to make appropriate decisions quickly and effectively

  • Desire to continually learn & continue to improve processes.

  • Solution oriented and self-motivated

  • Ability to effectively prioritize work time to ensure efficiency

 Computer/Tech Skills:

  • Familiarity with multiple browsers, multiple tabs and window navigation, and instant messenger tools

  • Fluency in Excel & Word.

  • Tech-savvy. In order to be able to navigate various hotel websites quickly gathering availability information accurately. As well as the ability to use various apps intuitively & confidently. Such as Instagram & Facebook

Basic Qualifications:

  • Equivalent to matric/NQ4 or higher

  • At least 2yrs of work experience in a hotel or hotel reservations environment.

  • Internet requirements: Uncapped Fiber or DSL line

  • Excellent command of English (verbal and written)

  • Typing, phone, and computer navigation skills

  • Ability to navigate the Internet, email, and chat to the customer via Instant Messenger tools

  • Ability to cope well in a high-pressure environment while maintaining high-quality outputs


All applications will be subject to assessments and interviews.

All offers are subject to completion of a successful background, police clearance and reference checks.


About the Role

The current training Guideline is an ever-evolving work in process as the business itself grows & evolves. The right candidate would not only champion the existing process but would be responsible for keeping the guideline updated while thinking of logical ways to streamline and evolve those processes. Many tasks will be more automated over time.  Ownership of the role is expected as the right candidate will in effect be the foundation of a growing department

Application process:
Before applying check that your CV is comprehensive and that the roles and responsibilities demonstrate your capabilities and experience rather than a list of tasks. Always write in full sentences. You have up to 12 places of previous employment to demonstrate your skills, use as many as you feel are required but always include more than one. Write a motivational email explaining why you should be considered for the role. The motivational email will be seen before the CV and is submitted to the client with the CV. If you have not heard back within 14-21 days please assume the application was not successful.

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