Customer Service Representative

Love Connemara Cottages is seeking to employ a part time customer service representative on a remote / work from home basis. The hours of work will be 4 hours per day from Monday-Friday. Previous experience in a similar role such as hotel front of house/reception/reservations is a distinct advantage.

Love Connemara Cottages is a professional, well established self-catering accommodation marketing agency. We provide marketing services for a large portfolio of self-catering holiday properties throughout the region.

Job Summary:

Hours: 20 hours per week.

Contract: Part-time.

Commencement: July / August 2024

Work Location: Remote / Work from home

Reports to: General Manager

Salary: €13 - €15 p/h DOE.

The customer service representative will form part of the Front Office team and is the primary point of contact between the customer and the company, playing a critical role in ensuring customer satisfaction. The customer service representative is responsible for handling all queries, requests and complaints, while always providing excellent customer service to guests and clients of the company.

Summary of Key Responsibilities:

• Answer all calls in a timely and friendly, professional manner.
• Ensure the highest level of customer service at all times
• Provide a friendly, efficient, effective, and focused response to all inquiries
• Deal with and resolve all guest queries
• Accurate and timely administration of reservations, inquiries, and follow-up’s
• Assist the company in maximising sales by promoting a positive image to potential guests
• Provide all guests with pre-arrival information, including check-in and key collection instructions.
• Monitor and respond to guests’ online reviews.
• Record and maintain all guest and client records in various online systems. E.g., Booking systems, CRM.
• Communicate with property owners, clients and partners as needed.
• Adhere to company processes, procedures, policies, work instructions and timelines to ensure the company can work as efficiently as possible.
• Have great attention to detail, excellent organisational skills, and a thorough and methodical approach to all work.
• Assist the company to be compliant with General Data Protection Regulation (GDPR)
• Communicate necessary information and handover notes to relevant departments through internal systems.
• Carry out any other tasks requested by the company, within the scope of the work of the company.

The above list is not exhaustive and additional / alternative tasks may be required from time to time as directed. Although this is primarily a remote/work from home role, there may be occasions where attendance will be required at our offices in Clifden, Co Galway for meetings, events, or training.

Requirements:

• Excellent customer service skills.
• Minimum 1 year experience working in a customer service / similar role.
• Strong computer literacy.
• Proficient in Microsoft Word, Excel, and Outlook.
• Previous experience of using CRM and booking/reservations systems is an advantage.
• Ability to use and communicate via various customer service channels, email and social media platforms.
• Must have excellent verbal and written communication skills.
• Excellent written and spoken English is a requirement.
• An additional language would be an advantage but is not a requirement for the role.

The ideal candidate:

• Excellent communication skills.
• Be highly organised with a thorough and methodical approach to work.
• Ability to multi-task and prioritise workload.
• Prioritise customer satisfaction.
• A good problem-solver.
• Work well as part of a team.
• Have a willingness to learn.
• A positive attitude, co-operative, willing to comply with company policies and procedures and work constructively with colleagues