Customer Service Manager (VIP Hospitality)

About the role

We are looking for a Customer Service Manager to act as the primary point of contact for our VIP hotel and villa owners. You will ensure that every interaction exceeds expectations, turning client inquiries into lasting loyalty.

Key responsibilities

• Maintain constant communication with VIP clients via WhatsApp and CRM during working hours.
• Provide prompt support for questions, requests, and complaints.
• Coordinate with owners and managers of hotels and villas on current operational issues.
• Deliver timely information and updates to property owners.
• Collaborate with internal teams to launch new facilities.
• Participate in continuous improvement of customer service processes.
• Interact with all company departments to ensure seamless service delivery.
• Anticipate and resolve conflict situations positively.
• Increase customer loyalty through each interaction.
• Consistently surprise customers with over‑delivery.

Required profile

• Fluent English (both written and spoken) and competent Russian communication.
• Exceptional ability to connect with people of diverse psychotypes.
• Strong customer orientation and responsibility.
• Comfortable handling large volumes of information and multitasking.
• Excellent attention to detail, organization, and time‑management skills.
• Adaptability to new systems and programs.

Required skills

• Experience with a Channel Manager platform.
• Familiarity with Project Management Software.
• Knowledge of Online Travel Agencies (OTAs).

What we offer

• Work with high‑profile VIP clients.
• Supportive team of professionals and a mentoring system.
• Advertising, legal, and informational assistance.
• Performance‑based income growth linked to customer NPS.
• Opportunities to attend world‑class trainings and conferences in vacation rentals, public relations, and luxury hospitality.
• Rapid career progression toward department head or partnership.
• Corporate bonuses and travel incentives.