Customer Service Specialist

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

📋 Description

• Oversee and address guest inquiries through text, email, and messaging platforms such as Airbnb and VRBO.

• Respond to guest phone calls and resolve common inquiries using the property knowledge base.

• Arrange after-hours maintenance by identifying issues, reaching out to local vendors, and keeping guests informed.

• Elevate issues to the owner or daytime team with a detailed summary and the actions taken.

• Record interactions and maintenance requests for transition to the daytime team.

• Offer guest support for a portfolio of over 108 short-term vacation rental cabins in the Smoky Mountains during designated hours.

⛳️ Requirements

• Previous experience in guest communications, customer service, or hospitality.

• Strong proficiency in written and spoken English.

• Dependable availability during assigned hours.

• Ability to remain calm and proactively solve problems under pressure.

• Comfortable working independently from a knowledge base without the need for constant escalation.

• Capability to work 40 hours per week with mandatory weekend availability.

• Availability primarily during evening hours in Eastern Time.

• Bonus: Experience with short-term rentals, Airbnb, or VRBO.

• Bonus: Familiarity with Guesty, Hostaway, or a similar property management system.

• Bonus: Experience in listing optimization.

• Complete the application form in its entirety.

• Required video recording as part of the application or interview process.

🏝️ Benefits

• Competitive salary.

• Genuine opportunities for growth.

• Work remotely.

• Two consecutive days off each week, scheduled.