Customer Care Specialist

YOUR DAY-TO-DAY MISSIONS :

Act as the main point of contact for guests, efficiently managing reservation modifications, special requests, and inquiries by phone, email and live chat.

Resolve issues effectively, handling customer feedback, complaints, and complex situations with diplomacy and precision using our CRM tools.

Offer personalized recommendations, clarify policies, and provide additional information that may not be readily available on the booking platform.

Develop and maintain a comprehensive FAQ sections and knowledge bases to provide quick answers to common questions, empowering users to self-serve and reducing the load on support staff. This should cover topics such as modification policies, cancellation procedures, and payment options.

Track common issues, support request patterns, and user behavior, identify areas for improvement in both the booking system and support processes.

Uphold our service standards by ensuring a 100% response rate, guaranteeing a best-in-class customer experience with every interaction.

Collaborate with Account Managers and other departments to drive continuous improvement initiatives.

Participate in testing of our online booking system.

Document the workflow of customer support processes.

YOUR PROFILE:

We are looking for a service-oriented individual with a passion for problem-solving.

You are perfectly bilingual in English and Mandarin, Cantonese (written and spoken).

Previous minimum 3 years experience in hospitality (front desk, customer relationship) or a similar customer-care role is a strong asset.

You are an excellent communicator with a natural sense of diplomacy and empathy.

You are familiar with the Hong Kong business culture and its service expectations.

You are dynamic, responsive, and can effectively prioritize tasks in a fast-paced environment.

You are proficient with digital tools

You align with our core values: Plurality, Ambition, Merit, Humility, and Service Excellence.