Senior Premium Support Specialist - Remote / Telecommute

Job Title

Job Overview: Requirement/Must Have:

• Minimum 4 years of experience in multicultural customer service environments required.
• Experience in hospitality, technology platforms, or high-profile customer support environments preferred.
• Strong experience handling customer interactions through phone, messaging, or live chat required.
• Excellent verbal and written communication skills required.
• Strong conflict resolution, negotiation, and mediation skills required.
• Ability to work independently with minimal supervision required.
• Advanced computer skills including Apple/Mac OS, Google Suite, and CRM systems required.
• XX language proficiency required.

Responsibilities:

• Provide high-level customer support and end-to-end case management for assigned cases.
• Interact with customers and community members across multiple communication channels.
• Take ownership of case resolution while ensuring compliance with workflows, policies, and guidelines.
• Serve as a subject matter expert on company policies and procedures.
• Explain complex information clearly and confidently to customers and stakeholders.
• Negotiate and mediate between parties to resolve high-stakes and high-value reservation issues.
• Anticipate customer expectations and work toward mutually beneficial resolutions.
• Deliver personalized support experiences while maintaining high hospitality standards.
• Manage multiple issues simultaneously with efficiency and accuracy.
• Make informed decisions regarding workflow exceptions and escalations.
• Provide operational insights and continuous improvement recommendations to management.
• Collaborate with leadership to identify process and policy improvements.
• Support management initiatives, consultations, and performance improvement activities.
• Build and maintain strong relationships with internal and external stakeholders.
• Handle emergencies during evenings and weekends as required.
• Promote a culture focused on quality and customer satisfaction.

Should Have:

• Hospitality industry experience preferred.
• Experience supporting high-profile or executive-level clientele preferred.
• Experience with technology platforms preferred.
• Additional language skills preferred.

Skills:

• Strong verbal and written communication skills required.
• Active listening, empathy, and customer service skills required.
• Conflict resolution and negotiation skills required.
• Strong organizational, multitasking, and prioritization skills required.
• Ability to thrive in fast-paced and ambiguous environments required.
• Strong analytical judgment and risk assessment skills required.
• Adaptability and flexibility to changing responsibilities required.
• Stakeholder management and relationship-building skills required.
• Proficiency with CRM systems and digital collaboration tools required.

Qualification and Education:

• Relevant customer service or hospitality experience required.
• Bachelor’s degree preferred.