Part time - Customer Service Agent - Accommodation

We are Outsource My Business and we’re an Australian outsourcing company. We recruit and manage VAs for our Australian clients. Our client is looking for a few new customer service agents who will also help with admin tasks.

Please only apply if you can satisfy all the hardware/software/shift requirements.

NOTE - We would ideally like someone who can speak Mandarin. However, this is not essential. If you speak Mandarin, please mention this early in your message to us as this will be preferred.

SHIFTS PER WEEK - working all Sydney public holidays is required because the purpose of the role is to provide coverage in peak times. Please only apply if this suits you.
Wednesday - Sunday - 7pm - 12am Sydney hours
Total of 20 working hours with 2 x 30 min breaks each day.

ABOUT OUR CLIENT
Our client is a short-term rental accommodation provider based in Sydney with over 50 properties. The business model entails leasing properties from owners or agents, and then sub-leasing it on the short-term rental market through online platforms such as Airbnb, Booking.com, VRBO, Google Rentals, and our direct booking website etc.
The business is growing and now needs some customer service agents who ideally have experience with the hotels/accommodation industry to help them maintain high service standards.
The business is looking for someone who wants a long-term role and can grow with the business. This role would be great for someone looking for a solid income with the ability to join a growing business in the accommodation industry.

Responsibilities:
• Greeting and directing incoming/outbound guests and clients and providing a high standard of professional customer service
• Handling and directing all inbound calls, and actioning outbound calls as required
• Monitor incoming and outgoing emails/messages, and actioning as required
• Complaint resolution
• Coordinate inspections, appointments and bookings. Liaise with relevant stakeholders such as government authorities, landlords, and contractors etc. (Basic)
• Engaging and sending out of work orders to contractors, cleaners, maintenance, or staff etc.
• Assist and support property managers in carrying out administrative duties
• File, contract and document management
• Create, maintain and management of marketing materials (Basic)
• Maintain petty cash records and performance of financial bookkeeping duties
• Collection of payments and sending out of invoices
• Performance of office tasks, generation of reports, and managing deadlines

Essentials:
• Minimum 1.5 years’ experience in customer service.
• Experience and knowledge in any real estate, hotel, accommodation industry. Experience level would ideally be at least 1 year. Any experience with Airbnb, Guestly, Booking.com, VRBO will be beneficial.
• Preferred high-level computer skills and knowledge
• Exceptional interpersonal skills, including excellent verbal and written English.
• Customer-first attitude.
• Proficient in Microsoft applications/systems. Teams is used to communicate internally and externally.
• Ability to work under high pressure
• Demonstrate a high-level of problem solving
• Excellent ability to work within team
• Ability to learn, adapt and continue development in the workplace

PAY
The role is offering pay of 12,160 peso per fortnight.

TRAINING
The first 4 weeks in the role will require some training and ideally would take place Monday-Friday between 9am-5pm Sydney hours.

START DATE
The client would like to start the training period on either January 6th or 13th. This will be clarified shortly but these dates are the likely start dates.

INTERVIEW PROCESS
There will be 1 video interview with us and another with our client.

LEAVE
As the role is an independent contractor role, there is no sick leave but the company will still be offering 4 weeks of paid leave through the year.

SOFTWARE & HARDWARE USED – all of the following will be necessary for the role.
1. Smartphone Device
2. Windows 10/11 Computer/Laptop with headset & mic (No Mac or Linux)
a. With at least 600GB free storage space.
3. Internet Connection
4. Webcam

Software:
1. Google Chrome Browser (PC)
2. Guesty App (Mobile)
3. Guesty PMS (PC - Website only)
4. Microsoft Teams For Work (Mobile & PC)
5. Wechat (Mobile & PC)
6. OneDrive/SharePoint (PC)
7. Outlook (Mobile & PC)
8. PDF (PC)
9. Microsoft Office Suite; excel, word, powerpoint etc. (PC)
10. Teamviewer (PC)

In this role, there may be the opportunity to pick up more hours as shifts become needed as well.
This role would suit someone who wants a solid hourly income, and less than 40 hours per week.
Please only apply if you can work the shifts required and have all software/hardware required.