Customer Service Representative

Company Description

Alphagen Software Solutions is a forward-thinking technology company led by dynamic young leaders who believe in recognizing and rewarding talent, fostering employee growth, and delivering excellence to clients. We work with significant clients in the hospitality industry, driving innovation through Hive-O, our complete Property Management Software (PMS) designed for hotels and contactless stays. At Alphagen, professionalism, passion, and going beyond expectations are not just encouraged; they are rewarded.

Role Description

We are seeking a Customer Service Representative to join our team and support Hive-O, our next-generation PMS platform for hotels. In this role, you will act as the first point of contact for guests, ensuring seamless service delivery and enhancing the guest experience at properties using Hive-O.

You will handle incoming calls and guest queries during US working hours (approx. 3 : 00 AM – 9 : 00 AM IST), resolve technical and stay-related issues, and coordinate with on-site property managers when required.

The role demands excellent English communication skills (spoken & written), strong problem-solving abilities, and a passion for delivering first-class customer service. The Customer Service Representative will be responsible for providing exceptional customer support, ensuring customer satisfaction, and enhancing the overall customer experience. Day-to-day tasks include responding to guest inquiries, resolving issues, managing customer accounts, and maintaining accurate records.

Key Responsibilities

• Handle incoming calls, guest queries, and support requests for hotels using Hive-O PMS.
• Assist guests with check-in issues at unmanned / contactless properties, smart lock troubleshooting, and general stay-related queries.
• Escalate housekeeping or property-related concerns to the local property manager, ensuring smooth issue resolution.
• Manage guest reservations and profile updates directly on the Hive-O PMS platform (tech-savvy mindset required).
• Provide prompt, professional, and empathetic support to guests, ensuring their experience meets high standards.
• Maintain accurate customer records and follow internal processes for operational efficiency.

Requirements