THE COMPANY

Life is too short for average stays…
We are all on this earth for a short and precious time, which means every single holiday is really quite important. Plum Guide is on a mission to eradicate travel disappointment for the discerning traveller resulting in an exceptional experience every single time.

We promise:

• The Best Homes: We vet every home selecting only the best in each destination (across 3 categories)
• Total Transparency: We cut the crap, calling out home truths and taking a zero BS approach to comms - building trust and brand integrity
• Exceptional Service: Real humans, readily available, delivering unparalleled service. If things go wrong, we do all we can to rectify the situation.

Since launching in 2016 we have grown incredibly quickly expanding to hundreds of locations returning the highest NPS scores in the industry.
We are backed by some of the world’s top entrepreneurs and VCs. These include the founders and backers of TransferWise, Citymapper, Zoopla, Secret Escapes, BuzzFeed, Appear Here, Graze, LoveFilm, and many more. Our goal for the next 12 months is to dominate the top 1% market share in our customers’ top 60 markets, turning every guest into an advocate along the way.
The Role
There are 3 core principles at the heart of everything we do: speed, service, and solutions.
Our guests and partners (predominantly luxury travel agents, concierge companies, and Film and TV studios & production companies) often require assistance in finding the perfect home(s) for themselves or their clients without needing to sift through hundreds of homes on the website. You will assist them via LiveChat, email, and on the phone, with the aim of generating sales for the business and building long-lasting relationships to encourage future sales. It is essential to the business and brand that the team is helpful, friendly, and knowledgeable.

The role will include:

• Responding to high volumes of inbound leads with the aim of moving the guests and partners closer to booking with each interaction
• ‘Getting the sale’ by managing all stages of the sales process from qualifying, needs analysis, finding solutions, objection handling, negotiating, and closing
• Answering questions about different homes, amenities, locations, travel distances etc
• Providing quotes
• Working as part of a fast paced, agile team, offering our Partners a world class customer service experience

The role won’t include:

• Dealing with any in-stay customer service issues
• Drawing up itineraries or contracts

REQUIREMENTS

• A proven track record in a target driven environment
• 1-2 years in a customer-facing role
• Occasional weekend work required (one day every 4–6 weeks)
• Excellent written and spoken English
• Experience with Salesforce or other CRM beneficial
• Additional languages an added bonus
• Knowledge of London, Paris, Italy strongly preferred

The role will include:

• Responding to high volumes of inbound leads with the aim of moving the guests and partners closer to booking with each interaction
• ‘Getting the sale’ by managing all stages of the sales process from qualifying, needs analysis, finding solutions, objection handling, negotiating, and closing
• Answering questions about different homes, amenities, locations, travel distances etc
• Providing quotes
• Working as part of a fast paced, agile team, offering our Partners a world class customer service experienc

The role won’t include:

• Dealing with any in-stay customer service issues
• Drawing up itineraries or contract

You will excel in this role if you:

• Are motivated by being in a target driven-environment with all teams and team members contributing their bit to one common goal
• Has experience working well under pressure and are exceptional at multitasking
• Are motivated by customer satisfaction & working with targets
• Ambitious & want to make an impact in the business
• Have a huge passion for travel
• Have outstanding interpersonal skills (both written and verbal)
• Have exceptionally high standards and are permanently dissatisfied with ‘just OK’
• Have a positive can-do attitude with a solutions-driven approac