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Dash Serviced Suites
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Assistant Customer Experience Manager
Wan Chai
HKD
+
-
Customer Service
Business Development
Customer Success
Who we're looking for

Are you interested in shaping the future of hospitality in Asia? Dash Services Suites is looking for Assistant Customer Experience Manager to help grow the digital platform for a host-to-traveler market place (much like AirBNB) that is seamlessly operated with the consistency, standards, facilities, and amenities of a 5-star hotel.

More junior candidates will be considered for a Customer Experience Specialist position.

Who we're looking for

Are you interested in shaping the future of hospitality in Asia? Dash Services Suites is looking for Assistant Customer Experience Manager to help grow the digital platform for a host-to-traveler market place (much like AirBNB) that is seamlessly operated with the consistency, standards, facilities, and amenities of a 5-star hotel.

More junior candidates will be considered for a Customer Experience Specialist position.

Perks
  • Birthday leave
  • Free flow of snacks, fruits and beverages
  • Low hierarchy and bureaucracy
  • Discretionary bonus 
Your Role
  • Fully understand the business logic and policy of our platform in order to support real-time customers’ inquiries by online messaging system
  • Act as facilitator between host and guest to solve their conflicts
  • Work closely with our external partner to ensure they are an extension of BlackDoors and coherent with our customer journey
  • Convert organic lead from visitor to registered users by solving their inquiries proactively through our messaging system. Also, turn every upset user as a loyal promoter
  • Look into data and iterate our workflow in weekly basis such as #inquiries per day/peak hour/type of inquiries/average first response time/problem resolution etc
  • Identify the top user issues and be the voice of customer to the rest of the company to articulate the full rationale behind in order to be the strong support of our product road map
  • Based on the daily interaction with customer, make actionable recommendations to different departments such as Cx/Ops/product/BD/MKT to improve the whole customer journey
  • Work closely with host operations team by identifying issues regarding to, our supply side - Host, in delivering our service
  • Closely monitoring their response rate/accept rate/cancellation rate and review gained.
  • Closely monitoring #availability/revenue generated/accuracy of listing etc Host support- Make sure host is clear in using our platform to do their own business.
Requirements
  • Think as an entrepreneur as you own the creation, iteration and outcome of the full customer experience
  • You don’t need to have engineering background, but we love the super-users and who is able to pick up new technology quickly
  • You are able to discover insight by looking at operational data
  • You are able to think in the shoes of your customers, understand their situation and solve their problems
  • You are able to be the voice of customer to the rest of company also excellent English communication skills in both verbal and written
  • Outgoing And Open-minded Personality Trait that can interact and influence people with different profiles
  • Personality Rather Than Experience Passionate in disrupting traditional industry at Tech start-up and proactively equip yourself for challenge
  • You love to face different challenges and find the right solution in whatever means
About the Company

DASH Serviced Suites is the “WeWork of Residential,” Hong Kong’s fastest growing tech enabled serviced apartment community operating in over 200 apartments across the city. Our mission is to use technology, sharing economies and 5-Star hospitality to empower millennials to work and live anywhere around the world.

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