French & English Guest Care Agent

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

📋 Description

• Respond to guest communications via calls and chats in both French and English.

• Assist guests before, during, and after their check-in process.

• Resolve issues related to WiFi, heating, hot water, appliances, and access.

• Aid guests in locating or accessing their properties.

• Manage urgent situations and recognize when immediate action is necessary.

• Adhere to customer procedures and escalation protocols.

• Reach out to authorized cleaners, maintenance teams, and emergency contacts as needed.

• Appropriately escalate unresolved matters.

• Maintain accurate records of all interactions.

• Provide updates to customers regarding guest issues and the actions taken.

• Take ownership of issues and ensure they are resolved.

• Act as an extension of short-term rental and property management companies.

⛳️ Requirements

• Proficiency in both French and English is mandatory.

• Prior experience in customer service, hospitality, or guest support is essential.

• Strong and confident communication skills over the phone.

• Capability to manage interactions with frustrated, concerned, or stressed guests.

• Logical problem-solving and troubleshooting skills.

• Sound judgement and the ability to determine when to escalate issues.

• Ability to accurately follow detailed customer procedures.

• Commitment to taking ownership of issues and following through until resolution.

• Strong organizational skills and the ability to work across multiple systems.

• Capacity to work independently as part of a remote team.

• Willingness to work on a 24/7 rota, including early mornings, evenings, nights, and weekends.

• Access to a reliable computer or laptop.

• Possession of a good-quality headset.

• Stable and reliable internet connection.

• A quiet and professional workspace.

• Ability to work dependably and independently from home.

🏝️ Benefits

• Opportunity to work remotely.