Customer Service Manager
2 weeks ago
The feminine is used for the sole purpose of lightening the text.
The role of the Customer Service Manager is to manage the communications of our rental accommodation under management. The flow of exchange with the guests is constant and parallel tasks will be added in order to fill the delays between the messages of the guests. Processing reservation requests, answering questions about accommodations, accompanying guests in their search for a property, assisting guests who are on site and fixing ad hoc problems in their experiences are examples of common tasks. Communications are mainly in writing in English and French. The agent may sporadically communicate with the guests by telephone in order to accompany them in their rental process.
At CHECKiN, we congratulate ourselves for our approach and our responsiveness with guest customers. Our mission is to exceed the expectations of guests staying in our rental units and to make our client-owners proud who trust us with the management of their properties.
The overall reputation of our listings on the rental platforms is 4.9 out of 5 and team and individual rewards are distributed based on the improvement of this.
This is a hybrid position, in the office and at home, full-time and permanent. Hours will be discussed during the hiring process.
Full-time
- Permanent position
**You will be taken to**:
- Respond to messages from guests staying in our rental properties by adopting our customer-oriented approach.
- Support guests in their choice of property on our Space CHECKiN rental platform.
- Interact with different actors within our operations using our internal communication tools.
- Perform due diligence on guests to ensure they meet our requirements and agree to property rules before booking.
- Respond to problematic situations in the customer experience and follow up on complaints, all with the aim of monitoring the quality of service.
- Participate in the creation of content to promote our announcements and advertisements on rental platforms, social networks and web showcases.
**Wanted Profile**:
- Being completely bilingual (French & English) is a necessity in order to communicate well with our guests.
- Have good writing skills and strong language in French and English.
- An innate ability to show empathy and kindness towards guests and teams in the field.
- Have experience in customer service and be resourceful in solving technical and unusual problems.
- A strong appetite for the digital world and a curiosity for new technologies.
- Experience with Canva and/or the Adobe suite an asset for content creation.
**Job address**:
- CHECKiN offices are located at 4270 Boul. Saint-Laurent Suite 206, Montreal, QC H2W 1Z3
- We prefer a hybrid telecommuting formula for this position. Your time will therefore be shared between the office and teleworking.
- Please note that our offices are dog-friendly and offer free private parking.
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