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Job Description - Customer Service Advisor

We strive to be the most trusted and reliable Short term Accommodation company in the UK, dedicated to creating lasting positive impact for all of our clients, partners and team members. If you have ambition and a positive attitude to work then we would love to hear from you!

KG Inspired Property was born with a passion from Kay & Grant to provide the best possible accommodation at the best possible price. We are not trying to be the most luxurious and we are not trying to be the cheapest. On balance we want to be the absolute best value for anyone who wants a home away from home. Our mission is to empower individuals and communities by providing exceptional short-term management services and fostering a culture of trust and success.

We are currently expanding to Newcastle and with some of our staff already based in and around Newcastle Training and Development can be in person!

Job Overview: The CSA will remotely provide KG Inspired Property’s customers and clients with outstanding customer service. The CSA will be an integral part of the customer journey from start to finish, and will build relationships with customers to ensure KG Inspired Property are the first company they think of when looking for accommodation in South Wales. There are great opportunities to progress within the company and on completion of the probation period, the CSA will automatically be paid the next rate higher and be enrolled into the company’s yearly bonus scheme!

Responsibilities and Duties:

• Ensure communication with customers before, during and after their stay.
• Ensure customers are provided with all relevant information for their stay.
• Ensure we respond to customers queries, concerns and requests.
• Personally handle customer complaints to a positive resolution.
• Liaise with the maintenance team and follow through to positive resolution.
• Hitting overall and direct bookings targets.
• Ensure we respond to customer reviews online.
• Attend (where possible) team meetings.
• Keep properties up to date and optimized on all platforms.
• Hitting our 96% customer satisfaction target and 50% response rate for reviews.
• Ensuring all customer messages/calls on all platforms are responded to within 30 minutes between 9 am – 8 pm.

Skills/Experience:

• Has customer service experience with the ability to deal with difficult customers.
• Can communicate at a high level in a variety of formats including written and verbal.
• Can work well under pressure in a fast-paced environment.
• Has a great attitude and work ethic.
• Can effectively manage their own time and schedule.
• Is computer literate and able to learn new systems and processes.
• Has the desire to grow within the business.
• Can demonstrate previous management/supervisory experience.

Requirements:

• Must have a reliable internet connection and good telephone signal.
• Must have a decent smartphone.
• Must have own workspace with quiet surroundings.
• Has the flexibility to work any day of the week between 8 am-10 pm GMT.
• Has the discipline to work from home on a regular basis

Job Types: Full-time, Permanent

Salary: £9.18-£10.26 per hour

Benefits:

• Flexitime
• Work from home

Schedule:

• Day shift
• Flexitime
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Yearly bonus

Education:

• Certificate of Higher Education (preferred)

Experience:

• customer service: 1 year (required)

Work Location: One location

Application deadline: 27/02/2023
Expected start date: 28/02/2023