Job Description

**PLEASE NOTE: This position is for our Australian markets. The working hours are from 10 AM to 7 PM AEDT/AEST. (1 AM to 10 AM SAST during Australian daylight savings, October-April, and 2 AM to 11 AM SAST during non-daylight savings.)The role is on weekdays, Monday to Friday, with the possibility of weekend coverage occasionally required, in exchange for a weekday.**

xe2xadx90Who we are:

Looking for a job where you can be part of a team that is revolutionising the short-term accommodation industry? Look no further! We are a professional management service that helps homeowners and landlords enjoy more freedom by taking care of the hassle of hosting their properties. Our mission is to leverage the latest technology to make hosting a property as effortless as possible and increase revenue for our hosts. Join us in our quest to disrupt the industry and make hosting a breeze!

xe2xadx90Our journey:

Since our launch in 2015, we have experienced tremendous growth, even in the face of a pandemic and acquiring one of our largest competitors along the way. Our team has partnered with thousands of satisfied hosts, helping them earn income from their homes while pursuing their passions. With operations in over 20 cities worldwide, from Auckland to Lisbon, there's no shortage of opportunities to make an impact with us. We are currently in our 2nd phase of Growth and in one of the most exciting stages in our journey to date. Come join us in our mission to revolutionise the short-term accommodation industry and help hosts worldwide achieve their goals!

xe2xadx90About the role:

Reporting to the Channels Team Lead, we are in search of a dedicated and detail-oriented Channels Associate to augment our online presence and streamline our listing processes. The successful candidate will be responsible for creating and maintaining our property listings across various platforms like Airbnb and Booking.com, ensuring the highest standards of quality are met. This role will also involve effective communication with internal teams that rely on the Channels team's output. Harnessing their sharp IT skills, particularly in spreadsheet management, and a proven capacity for relationship building, the Channels Associate will play a key role in fortifying our position in the market and enhancing operational efficiency.

Requirements

Primary Responsibilities:

• Provide exceptional customer service to our clients and guests via telephone, email, and Whatsapp.
• Be a point of escalation from Host Support and resolve issues to the highest possible satisfaction.
• Onboard new properties and explain complex information in a simple way to a variety of customers.
• Work with other teams to find the best solutions, resolve queries, and lodge resolution claims.
• Identify and use opportunities to increase customer retention and satisfaction.
• Feel empowered to make a decision on refunds and goodwill gestures using logic, company procedures, and market knowledge.
• Contribute ideas to further improve processes and the overall experience of Houst customers and guests.
• Be a mentor and role model to junior team members.
• Lead the shift when the team leader is not present.
• Handle escalations and complaints within your tier and provide support to Team Leader.
• Manage inboxes and delegate cases.

Requirements

• Team player with superb written and verbal communication skills.
• Previous experience in a customer service environment or account management is preferable.
• Proven ability to communicate complex technical problems in "customer-friendly" language.
• Ability to think outside of the box and find creative ways to solve situations.
• A working understanding of vacation rentals is a plus.
• Confidence in decision-making and owning your cases.
• Previous experience working with Salesforce CRM is a plus.
• Previous experience with G-Suite.
• Well organised with the ability to multitask and prioritise workload.

Benefits

xf0x9fx8fx9b Culture

• Enviable company culture xe2x80x93 wexe2x80x99ve put time into getting our work culture just right.
• Regular team social events
• Company-wide recognition of outstanding work
• Opportunities to innovate
• Lots of snacks and treats provided by the company (in the office)

xf0x9fxa7x98xe2x80x8dxe2x99x80xefxb8x8f Wellbeing

• Dedicated to employee wellbeing
• Wellbeing hub with virtual fitness, nutrition, yoga, meditation and talking therapy classes
• Betterhelp coverage for mental health support
• Dedicated employee wellbeing meetings

xf0x9fx8ex81 Benefits

• 35 days paid holiday days (this figure includes public holidays)
• Laptop for business use
• An extra day off for your birthday - because who wants to work on their birthday?
• Employee discounts xe2x80x93 at heaps of restaurants, shops, gym memberships, cinema tickets and more
• Pawternity - We encourage proud parents of new pets to work from home to help their new member settle in

R15k- R16k Monthly

Houst