Host & Guest Customer Care Agent (US)

The Role - Host & Guest Customer Care

This role will be part of the Care team at Plum. Our Care experience is at the core of everything we do. We are a creative team who are the voice of the Plum brand. You will be helping to triage all inbound enquiries, working with our hosts, and with guests who have a confirmed reservation, to ensure an excellent experience every step of the way. Having human support when customers need it is important to us.

You won’t read from a script - we’ll trust you to deliver an impeccable service to our guests & hosts in your own way!

Responsibilities

• Triage of all inbound enquiries.

• Communicating directly with guests and hosts by managing and resolving all inbound queries across all platforms (phone, online chat, email etc).

• Supporting our Sales team where required with certain deals to confirm bookings.

• Working week Sunday-Thursday OR Tuesday-Saturday (tbd)

Requirements for the role

• A confident and articulate communicator, both written and verbal, with an appropriate blend of professionalism and friendliness. Must be fluent in English.

• Excel at customer facing roles

• Demonstrate excellent judgment, discretion and sensitivity

• High emotional intelligence and a positive attitude: you are a people person and a team player

• Confident in liaising with different teams and working cross functionally to get the job done

• Highly efficient and organized, with meticulous attention to detail

• You are a self-starter who takes initiatives and thrives in a fast-faced, dynamic environment

• Experience using Salesforce would be an added bonus but not essential

• Experience with Excel/Google sheets & data analysis preferred but not essential

Benefits

• Competitive salary

• Onboarding & training within your first month

• PTO: 17 days plus 9 bank holiday days (as leave or in lieu)

• Contribution to private health plan

• 401K contributions

• Birthday off (because who wants to work their birthdays?!)

• Remote working

• Provided with the latest Tech (Macbook Pro)

• Discount on Plum stays for Family and Friends

To apply: please email a copy of your CV and, cover letter to ashlee.gladman@plumguide.com

Plum Guide is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status