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Zobus are Zostel Buddies - who help customers resolve issues in real-time coordinating with guests and properties as needed. Zobu is a multiplayer online game of communication. We play as a team, the objective is to clear chats with the right resolution in the quickest time. We hang out in #zobu huddle during our shift and play together. Zobus cover 24*7 - we operate in shifts of 10 hours each, 9-7, 3-1, 12-10, team is slotted into roaster, we expect you to be flexible to fit in any of these shifts.
You are:
📝A strong communicator, fluent in English (bonus points for additional languages).
🧠 Quick on your feet, able to think through the scenario and figure out the right resolution and able to juggle multiple conversations with ease.
🕹️ A Gamer mindset, who understands the game of communication and optimises strategy to complete the loop fast.
🖥️ Experienced in working with chat tools and customer communication platforms. Experience with PMS tools is a bonus.
🤩 A people person, friendly, patient, and solution-oriented.
💡Proactive and eager to level up the Zostel experience for travellers.
You must:
🔥 Always be a travel buddy to our guests, making their journey smoother and more exciting.
💬 Be the voice of Zostel across all chat tools, helping travellers with everything they need.
⚡Be super organized and quick to respond, because travelers don’t wait!
💡Be digitally smart, using our knowledge base and tech tools like a pro.
🎯 Solve problems coordinating with Zostel Hosts & Partners.
💙 Be passionate about creating unforgettable experiences for travellers.
✨Be yourself.
You Will:
👥 Be part of the Zobu Team at Zostel HQ.
🗨️ Engage with travellers via WATI chat - a whatsapp chatting tool, the single touchpoint for guests to speak to Zostel.
🧭 Understand travellers’ requests, questions, and issues, ensuring they get the best possible solutions.
📕 Use the Zostel Knowledge Base to provide accurate, instant travel assistance.
🔨We use PMS tools to modify, cancel and help guests with their bookings.
🤝 Work closely with Partners & Hosts to resolve queries, bookings, and on-ground concerns via escalations in Slack
📊 Keep track of common traveler issues and share insights with the team for continuous improvement.
🚀 Be the bridge between travellers and the Zostel experience.
Minimum Experience:
Zobus are Zostel Buddies who assist customers in real-time by coordinating with guests and properties. We play “Zobu,” a team-based chat resolution game, during shifts via the #zobu huddle. The team works 24/7 in 10-hour shifts (9-7, 3-1, 12-10), and flexibility to fit into any shift is expected.