customer service

Company Overview
- 民泊外資系ＩＴ企業でのカスタマーサービス
- シティ勤務で成長中の外資系企業
日本にも支社があり、大手外資系オンライン旅行サイトの傘下

Job Description
【業務内容】
下記がご担当いただく業務内容となります。
＊シフト勤務（土日・祝日勤務有・平日休み可）

•日本人旅行者・民泊物件オーナーに対する日本語でのサポート提供
•外国人旅行者・民泊物件オーナーに対する英語でのサポート提供
上記を実施頂きます。詳細は以下の英文をご参照くださいませ。
■Manage interactions between traveler and host – ensuring both parties have the best experience on our site.
•Offer recommendation assistance for travelers requesting suggestions on accommodations on assigned countries.
•Guide travelers on how to contact host and pay for the booking.
•Contact host to confirm availability and rates as appropriate.
•Assist host on pricing clarification as appropriate.
•Facilitate booking modifications, issuance of refunds and payouts.
■Establish working key hosts across the region.
•Contact host to clarify on traveler related queries or issues.
•Work with local Sales to escalate hosts who need on boarding or further engagement.
■Help educate our users Asia’s product and services.
•Assist travelers and hosts on how to use our platform including our safety features.
•Manage and resolve customer complaints professionally and escalate issues appropriately.
•Assist in addressing traveler complaints by working with the appropriate teams – Host management, Product and Engineering and/or Marketing.
■Assist in mediating situations between users.
•Investigate reports on check-in issues with available information.
•Assist in mediating disputes between traveler and host to decide on the best solution.
•Assist in refund negotiation for traveler cancellations.
■Investigate fraud listings and suspicious transactions.
•Identify suspicious listing and transactions against known fraud vectors.
•Assist with fraud investigations and action or escalate as necessary.
■Work proactively to meet targets and goals.
•Work with manager to define and track KPIs.
•Be proactive in suggestions impacting traveler experience.
•Work on multiple task simultaneously.
•Work on additional projects as assigned which may include translations of Help content and FAQs.

Requirements
【要件】
下記要件を満たしている方を募集します。
・2年～3年程度のカスタマーサービス経験または旅行業界での経験がある方
・社会人経験2年～15年前後の方
・ネイティブレベルの日本語、ビジネスに支障をきたさない英語力
※社内外コミュニケーションで必要なため

SingaporeSingapore City Center Map

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