Customer Support Specialist

Job Opening: Customer Support Specialist 📣

HOST WISE is a game-changing property management company in Portugal, driven by a passion for revolutionising the vacation rental and real estate investment sectors. We connect property owners, real estate investors, tourists, and digital nomads from all corners of the world.

Lightning-fast Growth StartUp, we closed 2024 with promising numbers: Managing over 400 properties (apartments, houses and hostels) 10M€ annual revenue, 50 talented people and successfully spinning off Invest Wise and Travel Wise.

ROLE OVERVIEW:

As a Customer Support Specialist at Host Wise you’ll be responsible for managing and get in touch with our booking partners and our customers (e.g. owners, guests and suppliers) in order to manage all reservations and guarantee the workflow before, during and after all stays.

Your role will require you to manage priorities, multi-task, be a problem solver and a good communicator. Zendesk and Aircall are the softwares chosen to help carrying out this essential goal of monitoring and priorate each process.

YOUR RESPONSIBILITIES:

• Provide 1st level support, guidance and solutions or answers to our guests before, during and after their stay, over the ticket system Zendesk and telephone (Aircall);
• Receive, assess, prioritise and resolve customer inquiries;
• Ensure the follow-up of customer requests and coordinate with the operations team or a more senior member of the team in order to achieve a better customer service with a fast response time;
• Problem-solving spirit: Dealing with challenges and finding agile solutions to any situation, ensuring the satisfaction of our customers;
  
• Maintain detailed records of all guest interactions, ensuring that all information is accurately documented and easily accessible to other team members;
• Contributing to continuous improvement: Identifying opportunities to optimize our processes and raise the quality of customer support;
• Be responsible for following management direction and providing feedback.