Customer Care Executive (Hong Kong Based)

  • Sales
  • Hong Kong, Hong Kong

Customer Care Executive (Hong Kong Based)

Job description

The Company

The Plum Guide is on a mission to build the definitive collection of the world’s best homes. Through expert human curation and innovative tech, we’re taking a scientific and systematic approach to vetting every home in every city we open, and accepting only the top 1%. Like a modern Michelin Guide - but for homes.


We launched 3 years ago in London. Since then, we have grown 15-20% month on month; expanded to 6 cities; tested over 100,000 homes; developed a customer experience that’s returning the highest NPS scores in the hospitality sector; and are on track to reach over £25M in annualised sales.


We are backed by some of the world’s top VCs and angel investors who have built many of the world’s most exciting companies of today. These include TransferWise, Citymapper, BuzzFeed, Appear Here, Graze, Depop, SoFarSounds, Marvel, GymBox, Secret Escapes and many more.


We’ve just closed a £14m Series B round of funding. Our focus for the next 12 months is on building an exceptional brand & customer experience; and maintaining hyper growth through an accelerated global rollout. This is where you come in.


The Mission

The Customer Care Team’s mission is to keep people happy. You will ensure that our Guests and Hosts are thrilled with their Plum experience and that our Net Promoter Score continues to be a record breaking one.


The Role

The Customer Care Team handle any post-booking questions from our Guests and Hosts. You will speak to them on the phone, on chat and by email. You will help to resolve problematic situations and ensure that things run smoothly. You need to think on your feet and outside the box to be successful and you need to be able to keep your cool.


Your targets will include:

  • Increasing Guest and Host NPS
  • Reducing refunds and cancellations

You will be a key part of a friendly, ambitious team and working in an environment that is focused on learning, improving and delivering.


You are a vital part of the brand voice - you won’t read from a script and will be confident and comfortable speaking with lots of different kinds of people.

Requirements

About you

You are a positive, calm person who is naturally inclined to help people.

You are excited to learn and also to make an impact to benefit the overall team through continuous improvement.

As we are growing we are keen to add more language skills and international knowledge to the team. We are now looking for exceptional people.

- Fluent English; exceptional written and verbal communication.

- A couple of years experience in Customer Service or similar


We welcome diversity of backgrounds so if in doubt please apply.