As a Customer Success Officer, you shall perform duties and responsibilities as assigned by the Company, including but not limited to:
1- Daily Management Tasks
•Respond to & manage guest issu
•Set up viewings
•Register direct bookings into the property management system, manage contracts and payments
•Share price quotations with guests
2- Manage Quality Assurance
•Verifying cleaners are scheduled correctly for daily unit cleaning
•Update quality issu complaints to log
•Submit claims to guests for stains, lost cards, unit damages
•Manage all guest communication during the stay, including any issues raised
•Return guest security deposits due for return
•Log supplier issues
•Handling guest checkins
•Register guests on the developer and DTCM tourism portal
•Confirm unit is cleaned, access cards ready
• Collect deposit (if required)
3- Claims & Supplier Costs Management
•Review Airbnb claims & confirm guest payments
•Confirm guest payments in full for direct bookings
•Review cleaners' invoices and report Oraya or Owner charges
•Review maintenance invoices and report Oraya or Owner charges
4- Other Duties: Perform any other tasks assigned by management.
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