Description

Key Responsibilities

• Interacting with guests (b2b & b2c) via social media channels, whatsapp, online chat, email and phone
• Control and update FAQ databases for all our channels
• Monitor our social media accounts, reacting and responding to these
• Escalate guest technology issues to the IT team
• Achieve the highest standards of outstanding guest service: provide training and constant feedback to the team to safeguard that the citizen M culture of citizen M is clear to anyone that gets in contact with our guests
• RAOKs: Random Acts Of Kindness - looking at ways to surprise and wow our guests
• Constantly looking at ways to improve the guest experience and sharing this with the team
• Collaborate with other teams within citizen M to report customer feedback
• Analyze and improve guest service and report to either Head of or team lead

Qualifications / skills

• People skills showing the ability to surprise, connect and touch
• Being able to work in shifts (early morning, day and evening), at weekends and holidays
• Ability to handle multiple tasks in a fast paced environment
• Self starter who shows initiative
• Attention for detail
• Problem solving skills and can do mentality
• Identify with the citizen M brand
• Passionate about hospitality
• Being able to work on weekends and holidays
• Speak and write fluent in English and preferably one other language (French, Mandarin, Dutch or Spanish)
• Relevant work experience in a similar role i.s. customer service, customer success, account management

What's in it for you?

• citizen M experience nights for you (and friends and family)
• Personal and professional development opportunities and programs
• Latest tech devices and all the tools you need to be successful in your role
• Commuting travel costs covered (by car or public transport)
• Pension
• Employee assistance program
• Varied team days and social events (from food trucks and quizzes at the office to parties on boats)

About citizen M