Customer Service

2 weeks ago

București, Romania Social Spot Romania Full time

Titlu post: Customer Service & Field Coordinator 

Departament: Client Service, Social Spot Romania

Raportează către: Managing Partner

Program: Full time

Summary:

We are currently looking for a talented and dedicated Customer Service & Field Coordinator to join our Client Service Team. The ideal candidate has excellent verbal and written communication skills in both Romanian and English, is organized, and capable of efficiently handling various situations that arise in the process of managing confirmed reservations in the locations within Social Spot's portfolio. The Customer Service & Field Coordinator will play a crucial role in enhancing guest and client satisfaction, will ensure the support needed on logistic interventions and will deliver the project management of various initiatives that will increase the quality of our services across the portfolio.

 

Key Responsibilities:

As part of our team, you will have the following key responsibilities:

 

* Guest Communication: Communicate with guests through booking platforms, phone, email, and SMS to ensure a seamless experience. Develop and update working documents to streamline guest communication.
* Client Relations: Maintain positive relationships with property owners through telephone and email communication.
* Reservations Management: Contact guests to confirm check-in/check-out times for the next day, optimize cleaning schedules, manage the reservation calendar, write and respond to guest reviews.
* Issue Resolution: Identify and address situations requiring maintenance interventions on site at portfolio locations during reservations by finding specific and creative solutions, collaborate with on-site teams in all cities and provide accurate cost reporting for all interventions.
* Cross-functional support: Address client and guest feedback with cleaners, create specific tasks and follow-up.
* Coordinate the logistics of properties across the portfolio – Look for creative solutions to manage issues together with other field colleagues and cleaning teams having in mind cost optimisations, manage the service providers for interventions, follow up on situations by obtaining necessary approvals. Coordinate the annual inventory process across portfolio.
* Field & Supply Management: Ensure our Bucharest properties are always within operational standards by managing orders and ensuring on-site stock-up of different articles across properties.
* Financial tracking: Keep an accurate monthly financial reporting for interventions and supplies costs and identify solutions for costs optimisations.
* Quality Control: Conduct random inspections of cleaning services in Bucharest and report and address any discrepancies.
* Project management: Coordinate the implementation of projects in your area of expertise.

 

Join us in this role and contribute to our commitment to exceptional guest experiences

 

Requirements:

To excel in this role, we are looking for candidates who meet the following criteria:

* Bachelor's Degree: Preferably in Communication, Journalism, Public Relations, or a related field.
* Previous Communication or Customer Service Experience: Prior experience in the field of communication, preferably in a customer relations department.
* Excellent Communication Skills: Outstanding verbal and written communication skills in both Romanian and English. Proficiency in any additional foreign language is a plus.
* Field work: Availability to allocate 35% of the working hours to field checks, stock-ups and interventions.
* Creative and Problem-Solving Abilities: Strong creative thinking and problem-solving skills.
* Ability to Work Under Pressure: Capacity to work effectively under pressure and meet tight deadlines.
* Organizational and Project Management Skills: Good organizational skills and the ability to manage projects efficiently. Proficiency in using Microsoft Office tools and other project management tools.
* Driver's License (Category B): A valid driver's license for Category B vehicles.
* Business travel – required 20%
* Availability: working 5 days per week and taking 2 days off per week. The working schedule is flexible and covers the interval 9:00-21:00, including during the weekend or public holidays.
* Living in Bucharest.

If you meet these requirements and are ready for a dynamic role, we encourage you to apply and join our team. Your skills and expertise will be valued in our team.

 

Benefits:

At Social Spot, we offer the following benefits:

* Opportunity to Work in a Dynamic and Innovative Team: Join our dynamic and innovative team and be a part of exciting projects.
* Continuous Professional Development: We support your professional growth with access to learning resources.
* Competitive Compensation Package and Additional Benefits: We offer a competitive salary package and additional benefits to reward your contributions.

 

Please send your CV to contact@socialspot.ro by May 10, 2024.

 

Social Spot is a property management company specialized in short-term rental solutions in the counties of Prahova, Brasov, and Bucharest. We focus on providing integrated property management solutions to increase profitability for our clients. Join us and be a part of our journey

 

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