Customer Service and Communications Officer (Remote, Independent Contractor)

Who We Are: At Hunt St, we help Australian companies hire top remote talent in the Philippines. For this role, you will be engaged directly by the client as an independent contractor. We are not an outsourcing agency. All of our roles are 100% remote, allowing you to work from home.

Who The Client Is: Our client is an established Melbourne-based short-stay accommodation business managing a growing portfolio of over 100 apartments. With over a decade of industry experience, the business focuses on creating reliable, well-managed stays and maintaining high standards across guest service and day-to-day operations.

Role Overview: The Customer Service and Communications Officer is a key role responsible for managing guest interactions and reservation-related tasks for the company. This is a complete work-from-home setup. The role includes handling guest inquiries, maintaining reservation systems, and ensuring accurate communication with guests to deliver exceptional service.

Starting at approximately 30 hours per week, with the potential to transition to a full-time role for the right person, depending on business and workload needs.

Key Responsibilities:

Guest Communications

• Respond promptly to guest inquiries and reservations via email, phone, and booking platforms.
• Use saved replies and automated messaging systems to ensure consistent communication.
• Address guest requests and queries regarding bookings, check-ins, and check-outs.

Reservation Management

• Update and manage reservation tracking systems across all platforms.
• Monitor and process failed payments, cancellations, and booking modifications.
• Ensure accurate and timely communication of reservation details and updates to guests.

Operational Coordination

• Collaborate with the housekeeping department to ensure readiness for guest check-ins.
• Confirm that guest details and special requests are updated in the system.
• Work with the reservations dashboard to ensure data accuracy and completeness.

Requirements

Required Skills and Qualifications:

• Education: Bachelor’s degree or equivalent.
• Experience: 3-5 years of experience in customer service in Australia, preferably in accommodation or hospitality industries.
• Technical Proficiency: Strong skills in Excel, Word, Cloud-based environment (OneDrive), WhatsApp, Gmail, and willingness to learn new systems. Experience in channel management software like Guesty is preferred.
• Communication Skills: Exceptional written and verbal communication abilities.
• Problem-Solving: Demonstrated ability to resolve issues efficiently and empathetically.
• Time Management: Capability to handle multiple tasks and deadlines effectively.

Preferred Qualifications

• Familiarity with booking and reservation systems (e.g., Guesty, Airbnb, Booking.com).
• Previous experience in property management or a similar field.
• Tech-savviness with a proactive approach to adopting new tools and systems.

Work Arrangement & Expectations:

This is a remote role set up as an independent contractor engagement. Successful candidates will be expected to:

• Disclose any existing ongoing roles or client work.
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”).