Customer Service Representative – Hospitality, Guest Support

📋 Description

• You will represent our brand as its voice and face.

• Manage the guest experience from initial inquiry to final checkout, serving as a "Digital Concierge."

• Respond to inbound calls (via VoIP) and messages (Airbnb, Vrbo, Booking.com) with warmth, impeccable grammar, and professional decorum.

• Promptly address guest concerns (e.g., smart lock issues, Wi-Fi malfunctions, heating/cooling problems) by troubleshooting or coordinating with our ground team.

• Serve as the main point of contact between guests and our cleaning/maintenance teams to ensure properties are in pristine condition for each arrival.

• Assist with modifications to reservations and follow up with guests to secure 5-star reviews.

⛳️ Requirements

• Customer Service Professionals & Motivated Graduates: We invite applications from individuals with previous customer service experience.

• Open to All Degrees: Graduates from any field are encouraged to apply as long as they have a natural talent for engaging with people and making them feel appreciated.

• Composure Under Pressure: You know how to stay calm in challenging situations.

• Communication Expertise: You have a neutral English accent for phone communications and near-native proficiency in written English for messaging.

• Tech-Savvy: You can efficiently navigate multiple browser tabs, quickly learn new software (PMS, Slack, Airtable), and type quickly.

• Dependability: You possess the self-discipline to work from home without supervision.

• Technical Requirements (Non-Negotiable): Internet: A reliable Fiber connection (minimum 25 Mbps download/upload) with a backup connection plan. Hardware: A functioning PC/Laptop capable of handling VoIP calls and a noise-canceling headset. Environment: A dedicated, quiet home office space (no background noise during shifts).

🏝️ Benefits

• 100% Remote: Enjoy the flexibility of working from home.

• Stable Career: We are seeking long-term team members rather than temporary freelancers.

• Supportive Team: We offer training and treat our remote team with the same respect as our local staff.