We are looking for a specialist in review management to join our team! This is a position that will require constant supervision of reviews for more than 50 Google pages and TripAdvisor listings for a US tour experience company.

Having excellent spoken and written English is a necessity as you must connect with customers daily online and over the phone. The ideal candidate for the position will be proactive, adaptive, problem-solving, and must be able to communicate effectively with the marketing team, their co-workers, and most importantly--our current and future customers.

Ideally, we need full-time virtual assistants that will specialize in customer service in relation to tour experiences in the U.S. These tours occur between the hours of 7pm and 11pm EST. We are looking for full-time candidates with open availability between 9am EST and 3am EST. Shifts will be flexible 8-9 hour shift within that time range, so that they can work with tour managers and supervisors who are also on shift.

You will be focused on email and data management and trained on customer service relations and communication related to tour bookings, refunds, reschedules, and more.

*The most important role is that of an ambassador who knows our brand, can respond to reviews, connect with customers, and manage positive and negative reviews in a positive and proactive manner.

JOB REQUIREMENTS:

-Check reviews for each business account daily

-Respond to positive reviews consistently and in a timely manner

-Respond to negative reviews immediately

-Look up customer information for negative reviews and document

-Reach out to dissatisfied customer via text and phone call and get feedback as soon as possible

-Assist with recovering dissatisfied customers by offering relevant credits or refunds per company policies

-Find ways to turn a negative transaction into a positive interaction

-Track negative reviews for review removal process and do whatever possible to get negative reviews removed

-Track customer dissatifcation responses and escalate to the appropriate department

-Track overall reviews for different accounts and send reports weekly to the marketing team

-Communicate with marketing and operations teams about any positive or negative trends in feedback for business accounts

-Provide feedback on ways to avoid negative reviews and gain positive reviews for specific business accounts

-Reach out to new customers in new business account to ask for feedback positive or negative

-Reach out to satisfied customers and communicate with them to garner positive reviews for business accounts

-Track competitor accounts and review standings for other businesses related to or in the same region as business accounts

CORE QUALIFICATIONS:

-EXCELLENT command of written, reading, and spoken English

-EXCELLENT time management and organizational skills and attention to detail

-EXCELLENT data management and excel and Google Sheets knowledge

-Ability to complete multiple tasks with competing deadlines and priorities

-Ability to analyze tasks and projects in order to assess priority and distinguish urgent versus important

-Ability to complete tasks in a timely manner and meet deadlines given by supervisors

-Ability to work in a team environment as part of a group to achieve company goals

-Ability to learn different types of software, dashboards, and review sites

-Excellent communication with co-workers and teams in departments where projects overlap

-Ability to track, document, organize, and summarize data on multiple review platforms

-Excellent interpersonal communication skills relating to customer service and customer retention management

-Ability to listen, adapt, and recognize needs of customers while also adhering to company policies and needs of the company

-Ability to recover disgruntled and dissatisfied customers to improve situation and their view of the company and brand

-Ability to connect with satisfied customers in order to garner reviews and potentially upsell additional products

CUSTOMER SERVICE

In addition to recruiting, you will be asked to field customer service emails and text messages periodically that will appear in the email inbox as well

-Customer General Inquiries

-Customer Reschedule Requests

-Customer Booking Requests

-Customer Refund Requests

FACEBOOK, GOOGLE PAGE, AND TRIPADVISOR CUSTOMER COMMUNICATION

-Respond to customer inquiries on social media, google listing chat, and TripAdvisor messages

Job Types: Full-time, Contract

Pay: $15.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Application Question(s):

• Please provide a summary of your experience as it relates to Customer Service.

Work Location: Remote

Please Note :
caminobluff.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, caminobluff.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.