Customer Experience Assistant

Description

Job Summary: Manage property administration, customer service, and administrative processes to ensure guest satisfaction. Key Highlights: 1. Multichannel customer service for clients, partners, guests, and property owners 2. Management of tickets, performance indicators, and property listings 3. Focus on excellence in customer experience and hospitality #### **About the Role:** Perform duties directly impacting the administration of managed properties. #### **Main Responsibilities** * **Provide customer service (to partners, guests, and property owners) via WhatsApp and/or phone and system;** * Open and close cleaning and maintenance tickets for local operational partners of each property or territory; * Monitor the resolution of opened tickets; * Analyze ticket-tracking software metrics; * Input, monitor, analyze, and audit the property listing system; * Perform administrative processes related to managed properties, including purchasing requested materials; * Perform administrative tasks related to the reservations department; * Resolve potential issues during guest stays; * Mediate conflicts between end operators (companies and guests); * Monitor guest satisfaction and journey experience; * Contribute to improving the department’s PDCA process; * Provide service through YOLO’s official channels; * Internally promote and support YOLO’s hospitality culture. #### **Mandatory Requirements:** * Degree in or currently studying Administration; Hospitality Management; Commercial Management; Business Process Management; Tourism; Social Communication; or related fields. * Experience in customer service and administrative routines; * Focus on excellence in customer experience; * Collaborative and empathetic profile; * Initiative to propose improvements and optimize processes; * Alignment with hospitality and welcoming culture. #### **Desirable Qualifications (Preferred):** * Experience in customer service or reservations within accommodation providers; * Knowledge of PDCA and continuous improvement (desirable for process contributions); * Basic knowledge of OTA platforms (Booking, Airbnb, etc.); * Conflict management and mediation techniques; * Customer service and hospitality (online or in-person); * Familiarity with CRMs (Bitrix24 is a plus); * Microsoft Office Suite; * Basic or intermediate English (a plus); * Strong written and verbal communication skills; * Organization, empathy, and agility in problem resolution. #### **Work Schedule and Hours:** * Rotating shift schedule of 6 days on / 1 day off, including weekends.