guest communication expert - AM shift

Key Responsibilities

• Provide exceptional, omnichannel support to global guests, ensuring timely and effective resolution of all inquiries throughout the customer journey.
• Support efficient and accurate customer service operations
• Proactively report guest-facing technology issues, managing escalations to appropriate technical teams to minimize disruption.
• Drive contact center performance (SLAs)
• Provide consistent feedback and uphold high service quality standards.
• Continuously report customer feedback and identify process improvements to enhance the overall customer experience and operational efficiency.
• Acting as a bridge between guest insights and service development.
• Proactively suggest and execute initiatives to surprise and delight guests, elevating our service standards beyond expectations.

Qualifications / skills

• Proven experience in a high-volume contact center, customer support, or similar service-oriented environment.
• Strong interpersonal skills with a demonstrated ability to empathize, connect, and resolve conflicts effectively.
• Exceptional ability to prioritize and manage multiple tasks in a fast-paced, dynamic work environment.
• Highly proactive self-starter with a strong sense of ownership and the ability to work independently.
• Meticulous attention to detail and a commitment to operational accuracy.
• Robust problem-solving mindset with a 'can-do' approach to overcoming service challenges.
• Passionate and dedicated to delivering guest-centric service.
• Flexibility to work varied shifts, including weekends and holidays.
• Fluency in English (verbal and written); proficiency in additional languages (French, Italian, or Dutch) is strongly preferred.

What's in it for you?

• citizenM experience nights for you (discounts for friends and family)
• Favourable rates at Marriott hotels
• 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)
• Flexible public holidays
• Employee assistance program
• Varied team days and social events (from food trucks and quizzes at the office to parties on boats)

• Taipei (our office is very close to Taipei train station)
• 40 hours/week.
• Summertime = working hours will be from 05:00 to 13:30
• Winter time = working hours will be from 06:00 until 14:30
• The successful candidate will be required to work a PM shift from the office two days per month (summertime = 8:00 - 16:30. Wintertime = 9:00 top 17:30)
• Availability to support our 24/7 operations, including rotational shifts, weekends, and holiday periods