guest communication expert - AM shift

Description

The Connect team is the 24/7 Guest Services of Another Star. We help our guests with all kinds of questions they have, at any time of the day - via phone, online chat & email.

The ambition of the Connect team is: serving with excellence, make our Guests’ Experience frictionless, and build meaningful customer relations (B2c/B2B) by providing a unique experience during the entire customer journey.

As a guest communication expert, you are the primary point of contact for our global guests. You will manage high-volume customer interactions across multiple channels, ensuring every engagement drives resolution, satisfaction, and loyalty.

Key Responsibilities

• Provide exceptional, omnichannel support to global guests, ensuring timely and effective resolution of all inquiries throughout the customer journey.
• Support efficient and accurate customer service operations
• Proactively report guest-facing technology issues, managing escalations to appropriate technical teams to minimize disruption.
• Drive contact center performance (SLAs)
• Provide consistent feedback and uphold high service quality standards.
• Continuously report customer feedback and identify process improvements to enhance the overall customer experience and operational efficiency.
• Acting as a bridge between guest insights and service development.
• Proactively suggest and execute initiatives to surprise and delight guests, elevating our service standards beyond expectations.

Qualifications / skills

• Proven experience in a high-volume contact center, customer support, or similar service-oriented environment.
• Strong interpersonal skills with a demonstrated ability to empathize, connect, and resolve conflicts effectively.
• Exceptional ability to prioritize and manage multiple tasks in a fast-paced, dynamic work environment.
• Highly proactive self-starter with a strong sense of ownership and the ability to work independently.
• Meticulous attention to detail and a commitment to operational accuracy.
• Robust problem-solving mindset with a 'can-do' approach to overcoming service challenges.
• Passionate and dedicated to delivering guest-centric service.
• Flexibility to work varied shifts, including weekends and holidays.
• Fluency in English (verbal and written); proficiency in additional languages (French, Italian, or Dutch) is strongly preferred.

What's in it for you?

• citizenM experience nights for you (discounts for friends and family)
• Favourable rates at Marriott hotels
• Personal and professional development opportunities and programs
• Latest tech devices and all the tools you need to be successful in your role
• Commuting travel costs covered (by car or public transport)
• Flexible public holidays
• Employee assistance program
• Varied team days and social events (from food trucks and quizzes at the office to parties on boats)

Location/Hours

• Taipei (our office is very close to Taipei train station)
• 40 hours/week.
• Summertime = working hours will be from 05:00 to 13:30
• Winter time = working hours will be from 06:00 until 14:30
• The successful candidate will be required to work a PM shift from the office two days per month (summertime = 8:00 - 16:30. Wintertime = 9:00 top 17:30)
• Availability to support our 24/7 operations, including rotational shifts, weekends, and holiday periods

We will not be able to sponsor visas for this role. Candidates must have legal working rights in Taiwan.

About Another Star

Another Star is the company behind all citizenM hotels in Europe and the USA. Our purpose is simple – to make sure citizenM hotels have everything to run smoothly and keep the guests happy. Bedding, tech, room maintenance, crunchy croissants and more – Another Star takes care of it all.

citizenM hotels were founded in 2008 by Rattan Chadha. From 2008 to 2025, citizenM was its own owner-operator, which is unusual in the traditional hotel industry where separate owners and operators are the norm. In 2025, the citizenM brand was acquired by Marriott International and added to their existing portfolio of 30+ hotel brands worldwide. A new company was created to keep hotel operations under one roof – that’s Another Star. It may be a new company by name, but it’s made of the same people who have been building and running citizenM hotels for two decades – knowledgeable and guest-fanatic.

Another Star operates 37 citizenM hotels – all in Europe and the USA. The remaining two hotels – one in Kuala Lumpur and one in Taipei – are operated by Marriott.