ABOUT THE ROLE

As a Senior Guest Experience Agent in our Tier 3 Guest Experience team, you will be the cornerstone of our efforts to deliver exceptional service by efficiently resolving complex guest issues, making their stay at a Numa property an unforgettable experience. Your role involves de-escalating high-pressure situations and collaborating across departments to ensure seamless operations and high guest satisfaction. With advanced problem-solving skills and a deep understanding of guest needs, you will embody our values while driving continuous improvement within the team. The role is based remotely in Portugal and requires working in various shifts during the day and/or weekends.

Key Responsibilities:

• Efficiently de-escalate high-pressure situations with professionalism, empathy, and expertise.
• Resolve escalated complaints, relocations, booking modification requests, misconduct cases, and emergency situations in a timely manner.
• Conduct in-depth analysis and offer tailored solutions to meet guest needs.
• Go above and beyond when handling all requests from our high-value Corporate and VIP guests with utmost care, ensuring a smooth guest journey and an unforgettable experience.
• Work closely with Operations, Finance, and other departments to efficiently resolve complex issues requiring cross-functional input.
• Provide actionable feedback to training, product, and process teams based on recurring issues.
• Work as a team by collaborating with agents from different Tiers to handle cases that need more attention.
• Closely monitor own performance according to our Agent Performance Framework, striving to exceed targets and enhance guest satisfaction.
• Identify opportunities to innovate processes, propose enhancements, and contribute to the scalability of operations.
• Champion company values, fostering a culture of excellence and empathy.
• Participate in team evaluations, offering constructive feedback to enhance individual and team performance.

ABOUT YOU

• Extensive experience in customer support/experience - preferably both in B2C and B2B companies.
• Exceptional analytical and problem-solving skills with a creative approach to challenging situations.
• Advanced understanding of customer needs, with the ability to deliver empathetic and efficient solutions.
• High level of ownership and accountability.
• Ability to maintain composure under pressure and prioritize tasks effectively. Including working through constantly changing internal procedures.
• Strong collaboration skills, with experience working across departments to achieve shared goals.
• Have the ability to think on your feet and come up with creative solutions to even more creative problems.
• Obsessed about Customer Experience!
• Mandatory: fluent German and English (C1 or higher).
• Nice to have / beneficial: Spanish, Italian, French → language skills proven by the applicant through certificates according to the common European language standards.