Customer Support Consultant, English, French

This is a fully remote position, open to applicants in Morocco, +3 more states.

📋 Description

• Provide customer support through phone calls, chat, and email communications.

• Oversee daily guest interactions and guarantee a seamless guest experience.

• Ensure the effective operation of guest services while maintaining high satisfaction levels.

• Monitor and address messages during critical hours, especially during guest arrivals and departures.

• Collaborate with cleaning and maintenance teams to facilitate smooth operations and efficiently resolve issues.

• Address guest concerns from initiation to complete resolution, escalating when required.

• Utilize Hostaway, Duve, Turno, and AppSheet for managing reservations, tasks, and guest data.

• Handle booking changes, including extensions, date alterations, and special requests.

• Assess and manage refund requests in accordance with company policies and guidelines.

⛳️ Requirements

• Proficient in English and French (C1 level for both spoken and written communication).

• Minimum of 6 months experience in a customer support position.

• Strong analytical thinking and research capabilities.

• Background in the travel or hospitality industry is preferred.

• A positive, proactive, and responsible demeanor.

• Familiarity with Hostaway, Duve, Turno, AppSheet, or comparable reservation and guest management systems.

• Personal computer with a minimum of 8GB RAM.

• Reliable internet connection with at least 50 Mbps download and 40 Mbps upload speeds.

🏝️ Benefits

• Flexible working hours.

• Opportunity for full remote collaboration.

• Inclusive international work environment.

• Compensation provided in USD.

• Incentives for referring friends.

• Balance between project responsibilities and personal time.

• Internal health policy.

• Supportive leadership focused on your growth and long-term collaboration.

• Opportunities for self-development in a nurturing environment.

• A trust-based culture with no time-tracking requirements.