Bilingual Customer Support Representative – ENG, ES

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Deliver outstanding customer support through phone, email, and live chat.

• Support guests, hosts, and business partners with inquiries related to access, bookings, accounts, and billing.

• Take full ownership of customer issues from the initial contact to resolution.

• Manage time-sensitive operational incidents along with occasional GuestCare inquiries.

• Initiate outbound calls to customers and partners to collect information and facilitate resolutions.

• Prioritize various conversations and cases according to urgency and impact.

• Collaborate closely with Operations, Technical Support, and other internal teams.

• Document all interactions and actions taken within internal systems.

• Exercise sound judgment when addressing situations that deviate from standard processes.

• Offer suggestions that enhance processes, products, and the overall customer experience.

⛳️ Requirements

• Proficient in English (both spoken and written).

• Fluent in at least one of the following languages: Spanish, Italian, or French.

• Proficiency in additional languages is highly advantageous.

• Minimum of 2 years' experience in customer support or a similar customer-facing role.

• Comfortable engaging in customer conversations over the phone.

• Experience in hospitality, travel, property management, or technology is a plus, but not mandatory.

• Excellent written and verbal communication skills.

• Strong problem-solving and decision-making skills.

• Able to remain calm and confident under pressure.

• Well-organized and capable of managing multiple priorities.

• Comfortable working independently in a fully remote setting.

• Possess a proactive mindset with a readiness to learn and improve.

• Willingness to work a rotating shift pattern, which includes evenings, weekends, and public holidays.

🏝️ Benefits

• Fully remote working environment.

• Structured onboarding and ongoing learning opportunities through our internal training platform.

• Clear pathways for career advancement and internal development.

• Collaborate with an international team serving customers across various countries and languages.

• A supportive and collaborative culture that values your ideas and feedback.

• Competitive salary based on your experience and location.