Member Experience Associate

1 week ago

Singapore HMLET CENTRAL PTE. LTD. Full time

**About the job
Hmlet is the leading flexible living brand in Asia, disrupting the home rental market by offering urbanities a curated, cost effective and hassle-free accommodation solution. Backed up by Sequoia Capital and Burda Principal Investments, we change the way people live by leveraging technology, design, planning, and services in the evolving reality of real estate.

As a key member of the Hmlet operations team, you are the main point of contact for our members, serving as the liaison between Hmlet and our members throughout their stay experience. Working with the broader operations, overall product team, sales teams, you are responsible for coordinating operations activities and resolving customer queries and complaints in a timely manner and resolving the tickets within the set SLA metrics. You will take care of member engagement and ensure that all members have a great experience from move in to move out and post move-out.

**You will be responsible for:
- Taking care of the overall member experience creating the highest possible levels of member engagement
- Room checks prior to move-in, ensuring checklists are updated and precise
- Communicating & liaising with the Sales Team to coordinate their move-in experience
- Meeting members during the move-in process, ensure they are received in a friendly manner and perform detailed walkthroughs of the property and unit with them to get them familiar with it and the surroundings.
- Delivering high-quality customer service, listening to members’ requests and concerns
- Coordinating internal teams to resolve issues and find appropriate solutions to resolve tickets promptly
- Showing interest, anticipate and engage with members throughout their stay experience with Hmlet
- Meeting members during the move-out process, cross-checking post-stay and pre-stay conditions and engaging to provide a warm farewell experience that they will remember.
- Providing an exquisite post-move-out experience
- Attending & hosting member events (out of hours time will be required)
- Participating and holding quarterly member feedback sessions to discover the best way to improve our member experience
- Improving the member experience by using your member knowledge to surprise and delight

**The skills, attitude and experience we require are**:

- You are a strong communicator, you are a positive thinker, you are well organised and you thrive in an environment where you can think creatively to find solutions.
- Prior experience related to hospitality in guest relations, customer service or help desk position, or similar
- Excellent interpersonal, verbal and written communication skills
- Exceptional customer service skills
- Active listening and problem-solving skills, with the ability to accurately assess a situation and respond appropriately to resolve all comments, tickets, queries and concerns professionally
- Excellent team-work, time management and organisational skills
- Tech-savvy. Experience working with Microsoft Office, Google Drive, and PMS/helpdesk systems
- Fluent English is mandatory. Additional languages are of a high advantage

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