• Location: Anywhere
  • Date posted:
  • Pay: £-

Host & Care Support Executive

Fully Remote – zero hour contract

(Starting with Weekend hours and ad hoc cover for holiday and sick leave)

Rate: £15 per hour

www.PlumGuide.com

The Company

Life is too short for average stays…

We are all on this earth for a short and precious time, which means every single holiday is really quite important. Plum Guide is on a mission to eradicate travel disappointment for the discerning traveller resulting in an exceptional experience every single time.

We promise:

  1. The Best Homes: We vet every home selecting only the best in each destination (across 3 categories)

  2. Total Transparency: We cut the crap, calling out home truths and taking a zero BS approach to comms – building trust and brand integrity

  3. Exceptional Service: Real humans, readily available, delivering unparalleled service. If things go wrong, we do all we can to rectify the situation.

Role: Host & Guest Care Support

This role will be part of the Care team at Plum. Our Care experience is at the core of everything we do. We are a creative team who are the voice of the Plum brand.

You will be helping to triage all inbound enquiries, working with our hosts, and with guests who have a confirmed reservation, to ensure an excellent experience every step of the way. Having human support when customers need it is important to us. You won’t read from a script – we’ll trust you to deliver an impeccable service to our guests & hosts in your own way.

Responsibilities – Guest & Host Care

  • Triage of all inbound enquiries.

  • Communicating directly with guests and hosts by managing and resolving all inbound queries across all platforms (phone, online chat, email etc).

  • Supporting our Sales team where required with certain deals to confirm bookings.

  • Flexible hours as required by Plum. First week training Monday-Friday. Thereafter anticipated Saturday and/or Sundays, plus potential for other mid week days depending on staffing and demand. No guaranteed number of weekly hours.

    Requirements for the role

  • A confident and articulate communicator, both written and verbal, with an appropriate blend of professionalism and friendliness. Must be fluent in English.

  • Experience in a customer facing role, preferably in a luxury goods or services environment.

  • Calm under pressure with excellent listening skills, judgement, discretion and sensitivity

  • High emotional intelligence and a positive attitude: you are a people person and a team player

  • You are a self-starter who takes initiatives and thrives in a fast-faced, dynamic environment

  • Experience using Salesforce, Excel/Google sheets & data analysis preferred but not essential

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