Job Description:

Virtual Workforce Agency are seeking a passionate and experienced Customer Service Specialist to join our dynamic team. The ideal candidate will be assisting with all customer and member inquiries across all inbound channels; you are the initial contact for all customer engagement. It is vital to ensure we deliver an outstanding customer experience with every customer touchpoint at every stage through the customer’s journey to delight and leave them with a memorable customer experience. Strong interpersonal skills, empathy and communication skills are required

Requirements:

Excellent communication and written skills. Proficient in word and excel with the ability to utilize other technology platforms and project management tools an advantage. Social media skills, good organizational skills with ability to be adaptable and flexible. Empathetic nature, critical thinking, problem solving and ability to work under pressure in fast-paced startup are required.

Key Responsibilities:

• Working hours are weekdays Monday – Friday, second shift
• Occasional coverage may be required from time to time on a weekend

• Technical support/account help
• Answer questions about listings and bookings
• Respond to questions about payouts
• Listening to the customer about their experience and feedback

• Responding to requests for information on the resort, check in/check out procedures, amenities provided
• Providing details on payment balances owed, processing and editing payment information
• Confirming Reservation details 

Qualifications:

• Experience: Minimum of 2 years of experience in the hospitality industry as a customer service specialist, with a preference for candidates experienced in timeshare.
• Language Skills: Fluency in English is a must. Additional languages are a plus.
• Market Knowledge: Familiarity with the US market and its unique demands and expectations.
• Customer Service: Demonstrated passion for the hospitality industry with a focus on guest satisfaction.
• Communication Skills: Excellent verbal and written communication skills, with the ability to handle high volume requests calmly and efficiently.
• Technical Proficiency: Comfortable using booking software and other digital tools.