Customer Experience Specialist - Guest

Description

Summary: Join our English-speaking Digital Guest Service team to combine customer service passion with sales skills, creating seamless customer journeys and converting inquiries into holiday bookings. Highlights: 1. Combine customer service with sales to inspire customers and exceed targets 2. Create seamless and inspiring customer journeys from enquiry to support 3. Opportunity to influence and shape your role within an international company Turn everyday conversations into unforgettable holidays \- combine your passion for customer service with your sales skills to inspire customers, exceed targets, and deliver exceptional experiences from the very first interaction. **Your mission** As a Customer Experience Specialist in our **English\-speaking** Digital Guest service team, your mission is to create seamless and inspiring customer journeys \- from the first enquiry through to post\-booking support. You’ll combine your sales expertise with outstanding service skills to convert enquiries into bookings, resolve issues efficiently, and ensure every guest interaction builds trust, satisfaction, and loyalty. **What you'll be doing** * Own and deliver high\-quality customer interactions, converting inbound enquiries into confirmed holiday bookings * Collaborate with colleagues across teams and Awaze locations to ensure a seamless and consistent customer experience * Analyse customer needs and recommend tailored holiday solutions, including upselling relevant add\-ons such as insurance * Handle post\-booking enquiries and resolve customer issues efficiently, aiming for first\-contact resolution * Use systems and structured troubleshooting guides to accurately assess and manage customer queries * Manage and escalate complex cases appropriately, ensuring timely and effective resolution **Who we’re looking for** You’ll thrive in this role if you enjoy speaking with customers, have a natural flair for sales, and take pride in delivering excellent service in a fast\-paced environment. We’re looking for someone who brings: * Proven experience in a sales and/or customer service role * Strong commercial awareness and confidence working towards targets and KPIs * Solid administrative and system skills (e.g. Microsoft Office, Salesforce, or similar platforms) * A structured, solution\-oriented mindset with strong problem\-solving abilities * A proactive and collaborative approach to getting things done It will be a bonus if you have experience in travel, hospitality, or working within a contact centre environment. **How you'll make an impact** * Own and deliver sales performance by converting enquiries into bookings and achieving targets * Collaborate with colleagues to ensure consistent service delivery and knowledge sharing across teams * Improve customer experience by resolving issues quickly and effectively, aiming for first\-contact resolution * Drive efficiency by optimising call handling times and adhering to processes and service standards * Contribute to customer satisfaction, quality scores, and overall service excellence across the Contact Centre **Why you’ll want to work at Awaze** We offer a versatile position in a strong professional and social environment \- one you’ll have the opportunity to influence and help shape. You’ll be part of an international company that invests in the future, and join a dynamic, fast\-paced department with skilled and committed colleagues who support each other. We’re a people\-first business \- and we know that our success starts with our teams. Here’s a glimpse of what you’ll enjoy: * Generous discounts on holidays across our brands * Real opportunities to grow, learn and shape your role as well as careers progression vertically or horizontally, cross countries and responsibilities **About Awaze** Our mission is clear \- to create amazing holidays with Europe’s widest choice of holiday homes. With more than 110,000 properties across Europe, we are the largest managed vacation rentals business in the region. Our ambition is not only to be the biggest, but the best provider of holiday homes in Europe. As travel continues to evolve, we are focused on what comes next. We will keep strengthening our relationships with guests and homeowners, continuously improving the way we work, and delivering strong performance. By making things simpler and smarter, we are building a business that is ready for what’s next \- powered by proud, passionate and inclusive people. **Worth knowing** This role is office\-based in our vibrant office in central Malaga \- C. Mauricio Moro Pareto, 2\. **What’s next?** If this sounds like the right next step for you, hit “Apply” and follow the instructions to submit your application. We tailor our recruitment process to each role to give both you and our hiring teams the best possible chance to assess whether this could be the start of a successful collaboration. You’ll hear from us shortly after we’ve reviewed your application. We’re committed to running an inclusive and accessible recruitment process. All applicants will receive equal consideration for employment, and if you have any specific requirements or adjustments needed for the interview, just let us know when you accept your invitation \- we’re happy to accommodate.