Customer Care Unit Associate

The Customer Care Associate ensures Bobobox guests and customers receive excellent service throughout standard operating hours. This role focuses on handling guest inquiries and concerns through chat channels, managing guest reviews across various platforms, and providing timely and professional support across all Bobobox products. The role also contributes to service improvement by identifying recurring guest concerns and collaborating with relevant teams to enhance the overall customer experience.
What you will do:

- Handle guest inquiries, concerns, and requests through chat channels, as well as manage guest reviews across platforms such as Google Reviews, Online Travel Agencies (OTAs), and TripAdvisor, ensuring timely, accurate, and professional responses.

- Resolve guest issues in accordance with established service standards and company policies, while assessing case urgency and escalating complex or sensitive cases to the relevant teams with clear information for follow-up.

- Identify recurring guest concerns and service gaps, and collaborate with branches and cross-functional teams to support service and operational improvements.

- Support assigned operational tasks, internal projects, administrative activities, and reporting responsibilities, while managing priorities effectively to ensure timely completion.

You will fit in this job if you:

- Bachelor’s degree in Hospitality, Tourism, Business, Communication, or a related field (or equivalent experience).

- Minimum 1 year of experience in a customer support or customer-facing role (e.g., front office, call center, or guest services).

- Background or experience in the hospitality industry (e.g., hotel, travel, or accommodation services) is strongly preferred.

- Excellent communication, problem-solving, and prioritization skills, with the ability to handle multiple guest concerns professionally.

- Familiarity with hospitality technology, customer service platforms, or review management platforms is preferred.

- Working primarily on regular business days, with flexibility to provide coverage on weekends and public holidays according to the assigned work schedule.