KG Short Stay is a leading short-term rental management company operating across South Africa, the Philippines, and the UK. We offer exceptional service to property owners and guests in the fast-paced world of short-term rentals.
We're on the lookout for a
sales-driven Customer Experience Advisor
to join our growing remote team. This is more than a customer service role--it's a strategic sales support position aimed at driving revenue through high-conversion guest interactions, upselling, and retention.
Job Overview
This role is central to our revenue and growth strategy. You'll combine your exceptional communication skills with a strong sales mindset to convert inquiries into bookings, upsell additional services, and deliver unforgettable guest experiences that lead to repeat business and referrals.
Reporting to the Sales Manager and Customer Service Manager, you'll be a key player in booking management, revenue optimization, and customer relationship building.
Key ResponsibilitiesSales & Revenue Growth
Convert inbound inquiries into confirmed bookings through persuasive, confident communication.
Maximize revenue per booking by identifying upselling and cross-selling opportunities (e.g., early check-ins, late check-outs, additional services).
Support dynamic pricing strategies by providing guest insights and contributing to availability optimization.
Collaborate with the Sales Manager on promotional campaigns and seasonal sales pushes.
Maintain a proactive approach to exceeding monthly and quarterly sales KPIs.
Customer Experience
Ensure each guest journey--from first contact to post-stay follow-up--is smooth, engaging, and optimized for conversion and retention.
Maintain a "call-first" mentality to quickly respond to guest inquiries and issues.
Handle customer concerns and complaints efficiently, turning potential negatives into positive experiences.
Collect guest feedback and use it to improve service and identify future sales opportunities.
Team Collaboration & Process Optimization
Work closely with other departments (e.g., housekeeping, maintenance) to deliver consistent and high-quality guest stays.
Contribute ideas to improve booking flow, guest communication, and upsell processes.
Share learnings and best practices with the team to support collective growth and performance.
RequirementsMust-Haves
Sales-First Mentality:
Proven ability to convert leads into customers and boost revenue through upselling.
Customer Service Expertise:
At least 2 years of experience delivering high-quality service, with strong problem-solving skills.
Excellent Communication:
Skilled in both verbal and written English, with the ability to build trust and close sales.
Organized & Driven:
Capable of multitasking in a fast-paced environment while meeting deadlines and sales targets.
Tech Savvy:
Comfortable using CRM systems, property management tools, and OTA platforms (e.g., Airbnb, Booking.com).
Team-Oriented:
Works well in a remote, collaborative environment.
Nice-to-Haves
Experience in the short-term rental or hospitality industry.
Familiarity with UK-based guests and customer expectations.
Background in process improvement, especially for sales or CRM systems.
Key Outcomes
Sales Performance:
Meet or exceed monthly booking and upsell targets.
Customer Retention:
Drive repeat business through exceptional guest experiences.
Process Contribution:
Improve and streamline sales and guest management systems.
Team Impact:
Support an engaged, high-performance sales and service team.
Job Type
Part-Time (with potential for full-time based on requirements)
Application Questions
Do you use a Two Monitor/Screen Setup?
Experience Requirements
Customer Service: 2 years (Required)
Complaint Handling: 1 year (Required)
Sales: 2 year (Required)
Remote Work: 1 year (Preferred)
Job Type: Part-time
Pay: R85,00 - R115,00 per hour
Application Question(s):
Do you utilise a Two Monitor/Screen Setup?
Experience:
Customer service: 2 years (Required)
Complaint Handling: 1 year (Required)
Remote Work: 1 year (Preferred)
Sales: 1 year (Required)
Work Location: Remote
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