Customer Service Specialist (English Fluency)

Job Description

Title: Customer Service Specialist (English Fluency)

Company Name: GuestsHome

Vacancy: 5

Age: 22 to 33 years

Job Location: Dhaka (Uttara)

Salary: Tk. 25000 - 35000 (Monthly)

Experience:

• At least 3 years
• The applicants should have experience in the following business area(s): IT Enabled Service, Call Center

• Bachelor/Honors

• At least 3 years
• The applicants should have experience in the following business area(s): IT Enabled Service, Call Center

• Age 22 to 33 years

WHO SHOULD APPLY

This role is for you if you:

• Communicate empathy without becoming emotionally involved
• Stay calm and professional with upset guests
• Prefer structure, clarity, and clear rules
• Follow instructions precisely
• Are comfortable working with KPIs and monitoring
• Want a stable, professional, process-driven environment

DO NOT APPLY IF

• You prefer improvisation or personal style
• You dislike scripts or structured workflows
• You make emotional decisions under pressure
• You are uncomfortable with performance tracking
• You expect flexibility in rules or authority

READ THIS BEFORE APPLYING

This is not a casual customer service role.

We are building a Level 5 operation where guests receive fast, calm, empathetic, and professional support — without chaos, improvisation, or unnecessary escalation.

This role is for people who can show empathy through language and tone, while still following rules, scripts, and KPIs precisely.

If you need freedom to “do things your own way,” this is not the role for you.

ROLE PURPOSE

The Customer Service Specialist is accountable for delivering fast, accurate, and empathetic guest communication across all channels, from pre-arrival to post-departure.

The role exists to ensure guests feel heard, respected, and professionally handled, while protecting operations and leadership time through strict adherence to systems, policies, and escalation rules.

CORE ACCOUNTABILITIES

You are accountable for:

• Responding to guest messages within 2 minutes
• Resolving non-operational issues within 15 minutes
• Using approved scripts that include structured empathy language
• Logging and categorizing 100% of guest issues correctly
• Escalating issues only according to defined rules
• Making zero unauthorized promises or commitments
• Maintaining complete and accurate records in internal systems

KEY RESPONSIBILITIES

• Respond to guest enquiries via Airbnb, Booking.com, email, WhatsApp, and phone (US/UK level English fluency required)
• Manage reservations, amendments, cancellations, and guest requests according to policy
• Provide clear information on check-in/check-out, house rules, amenities, and property guidance
• Handle guest complaints calmly, empathetically, and professionally within authority limits
• Log maintenance issues, damages, or incidents accurately and promptly
• Coordinate with operations teams only when escalation criteria are met
• Monitor guest feedback and report recurring issues

PERFORMANCE METRICS (NON-NEGOTIABLE)

You will be measured daily on:

• First response time: ≤ 2 minutes
• Resolution time (non-ops): ≤ 15 minutes
• Script adherence: 100%
• Correct issue categorization: ≥ 95%
• Missed follow-ups: 0
• Unauthorized commitments: 0
• Founder / CEO contact: 0

• Performance bonus
• Festival Bonus: 2

KPI Bonus