Customer Support Representative, Native French Speaker

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

📋 Description

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

• Assist guests, hosts, and business partners with inquiries related to access, booking, accounts, and billing.

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

• Manage time-sensitive operational incidents and occasional GuestCare inquiries.

• Make outbound calls to customers and partners to gather necessary information and coordinate solutions.

• Prioritize multiple conversations and cases based on urgency and impact.

• Collaborate closely with Operations, Technical Support, and other internal teams to achieve optimal outcomes for customers.

• Document all interactions and actions taken accurately within internal systems.

• Use sound judgement in situations that deviate from standard processes.

• Contribute suggestions to enhance processes, products, and customer experience.

⛳️ Requirements

• Proficient in English (both spoken and written).

• Native proficiency in French.

• Knowledge of additional languages is highly advantageous.

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

• Comfortable engaging in customer conversations over the phone.

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

• Excellent written and verbal communication skills.

• Strong ability in problem-solving and decision-making.

• Remain calm and confident when under pressure.

• Well-organized and capable of managing multiple priorities.

• Able to work independently in a fully remote setting.

• A proactive attitude with a desire to learn and improve.

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

🏝️ Benefits

• Fully remote working environment.

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

• Clear pathways for career advancement and internal development opportunities.

• Collaborate with an international team supporting customers in various countries and languages.

• A collaborative and supportive culture where your ideas and feedback are appreciated.

• Competitive salary based on your experience and location.