Guest Experience Officer

Responsibilities

Monitoring user/guest enquiry from all communication channels and ensuring that issues can be resolved properly to achieve SLA response time.

• Understanding guest expectations and anticipating problems to prevent complaints.
• Lead the refund process (Online & Offline) and ensure the process can be completed within SLA.
• Support guest feedback and recovery process to maintain satisfaction score.
• Provide monthly Guest Satisfaction Score report.
• Ideal Qualifications
• Bachelor degree in Business Mathematics.
• 2-3 years experienced.
• Fluent in English.
• Strong problem solving and complaint handling skill.
• Good presentation and data analytic skills.