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Smith Support Specialist

Mr and Mrs Smith


Posted 2 weeks ago

Join Mr & Mrs Smith as a Smith Support Specialist and Elevate Your Career in the Luxury Travel Industry


icon Salary

No salary declared 😔

icon Location

Remote - UK

icon Expires

Expires at anytime

Organisation Summary: Mr & Mrs Smith is a premier destination for discerning travelers seeking luxury and boutique accommodations worldwide. With a commitment to professionalism and a playful brand ethos, Mr & Mrs Smith stands out in the hospitality field, offering unique, curated travel experiences and upholding a reputation for excellence and customer care.

  • Provide exceptional customer service through various communication channels.
  • Resolve customer complaints and act as a travel concierge.
  • Represent the brand with enthusiasm and professionalism.
  • Support team across non-sales tasks and member communications.
  • Full-time, rotating shifts covering 7 days a week, including early mornings and evenings.
  • Strong organizational skills, attention to detail, and multitasking ability.
  • Excellent communication skills and a calm, positive attitude under pressure.
  • Dynamic, team-oriented, and able to resolve issues diplomatically.
  • A passion for customer service; travel industry experience is a plus.

The organisation - Mr & Mrs Smith is a global luxury and boutique hotel and villa company. We are known for our professionalism, sense of fun, and brand values.

The role - As a Smith Support Specialist, you will provide a high level of customer service to members during, before, and after the booking process, including complaint resolution when needed. You will also support non-sales tasks across all areas of the team. Your responsibilities will include handling multiple queries simultaneously via phone, email, live chat, and social forums with flair and personality. You will handle pre-departure and post-departure calls and serve as a brand ambassador for Mr & Mrs Smith. You will also provide a travel-concierge service to members before, after, and during their trips.

Job requirements - You must be available to work on a full-time basis on a rotating-shift schedule, incorporating seven days a week, 7.5 hours per day (plus 1 hour lunch) between 7am and 6pm. You must have the ability to remain calm and positive under pressure, be highly organised with an efficient personality, and have excellent attention to detail, with strong communication skills (both written and spoken). Confidence when working in a dynamic environment, a professional attitude and team-oriented approach, the ability to analyse and resolve difficult situations diplomatically, a passion for customer service, and the ability to multitask are also required. Previous experience in the travel industry is desirable.


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