We are looking to recruit a Client Experience Manager. This role is one of the most exciting and impactful positions at Blueground Cairo. As a Client Experience Manager, you will be primarily responsible for managing the guest experience from check-in to check-out, handling inquiries through various channels, prioritizing them, designing solutions, and coordinating teams to address client inquiries. If you possess proven experience in customer service, technical team coordination, and problem-solving, and enjoy interacting with internal and external customers, this role is for you!

What you will focus on:

• Receive inquiries from guests and determine the best way to resolve issues while ensuring an excellent client experience.
• Respond effectively to guest requests, issues, and complaints, acting as the guest's advocate within the organization.
• Identify and adapt to customer communication styles, including de-escalating irate customers.
• Support continual improvement by proactively flagging common pain points to others.
• Act as the main point of contact for the guest and liaise with the operations team to ensure a satisfactory resolution to any guest housekeeping or maintenance issues.
• Manage the units' online booking calendar and availability on various online channels.
• Manage time to meet IKPIS targets.
• Act as the 1st level escalation point for simple issues.
• Schedule, collaborate, and manage internal and external business partners to ensure operational excellence in Blueground properties.
• Liaise across functions within the business to identify the origin of customer support issues and improve related processes to enhance customer experience.
• Collect feedback from guests at checkout, actively engage with them to secure online ratings, and recommend enhancements based on their feedback.