Reputation and Resolutions Representative

About us

We are a leading short-term rental provider, serving customers for over 20 years. Our nationwide portfolio of properties services almost 1,500 properties across more than 300 locations, offering guests thousands of happy places to stay and owners a hassle-free solution to holiday home management. Over 200,000 guests visit our holiday homes yearly.

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About the Role

As a Reputation and Resolutions Agent, you’ll be at the forefront of managing damages, feedback, and reviews across all platforms where Bachcare properties are listed. This role involves handling guest feedback, reviews, and provide resolutions to damage and additional cleaning after a guests stay and ensuring timely, professional resolutions to maintain and protect our brand reputation.

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Key Responsibilities:

• Manage and resolve incoming customer feedback and disputes via phone and email for all platforms we list our properties on.
• Investigate facts and provide professional, well-documented responses.
• Coordinate with multiple suppliers and stakeholders to ensure property repairs are completed quickly and cost effectively.
• Provide compensation to guests where their experience has been negatively impacted.
• Maintain accurate records of interactions and resolutions in our CRM system.
• Monitor online platforms for reviews and comments to proactively manage brand reputation.
• Identify trends in feedback and report findings for continuous improvement.
• Collaborate with internal teams (legal, marketing, operations) on escalated issues.

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About you

• Proficient in English (written and spoken).
• Strong time management and organisational skills.
• Ability to analyse, investigate, and respond to guest and property owners effectively.
• Confidence in having conversations with owners and guests to achieve win - win outcomes.
• Excellent communication skills and attention to detail.
• Problem-solving mindset and resilience under pressure.
• Experience in customer service or dispute resolution is advantageous.

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Why Join Us?

• We are proud of our culture and fully support a flexible working environment, and offer numerous employee perks:

  • Discounted holiday homes, gym memberships, magazine subscriptions, fuel
  • Birthday day off
  • Free eye tests, spinal checks and hearing tests
  • Shopping discounts – Noel Leeming, Farmers, Bendon, Gilmours, The Warehouse & much more…

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Apply Now to join Bachcare and help us deliver exceptional experiences!