Client Experience Manager
Mobica -
Dokki, GizaPosted 2 months ago34Applicants for1 open position
- 10Viewed
- 0In Consideration
- 7Not Selected
Job Details
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Job Description
We are looking to recruit a Client Experience Manager. This role is one of the most exciting and impactful positions at Blueground Cairo. As a Client Experience Manager, you will be primarily responsible for managing the guest experience from check-in to check-out, handling inquiries through various channels, prioritizing them, designing solutions, and coordinating teams to address client inquiries. If you possess proven experience in customer service, technical team coordination, and problem-solving, and enjoy interacting with internal and external customers, this role is for you!
What you will focus on:
- Receive inquiries from guests and determine the best way to resolve issues while ensuring an excellent client experience.
- Respond effectively to guest requests, issues, and complaints, acting as the guest's advocate within the organization.
- Identify and adapt to customer communication styles, including de-escalating irate customers.
- Support continual improvement by proactively flagging common pain points to others.
- Act as the main point of contact for the guest and liaise with the operations team to ensure a satisfactory resolution to any guest housekeeping or maintenance issues.
- Manage the units' online booking calendar and availability on various online channels.
- Manage time to meet IKPIS targets.
- Act as the 1st level escalation point for simple issues.
- Schedule, collaborate, and manage internal and external business partners to ensure operational excellence in Blueground properties.
- Liaise across functions within the business to identify the origin of customer support issues and improve related processes to enhance customer experience.
- Collect feedback from guests at checkout, actively engage with them to secure online ratings, and recommend enhancements based on their feedback.
Job Requirements
What we are looking for:
- Minimum 5 years of working experience in a position including back office operations and customer service responsibilities.
- Prior experience in hotel front desk operations will be considered an asset.
- Fluent in English.
- Computer literate.
- Excellent communication skills, both written and verbal.
- Able to maintain strong professional relationships with customers and business partners.
- Problem-solving attitude.
- Exceptional prioritization and organization skills, with the ability to multitask competing priorities.
- Capable of working independently and making decisions without constant supervision.
- Ability to lead junior team members.
