Guest Care Support Representative, Bilingual

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

📋 Description

• Manage incoming calls as part of a 24/7 GuestCare call center.

• Serve as an extension of various clients’ teams, adhering to their specific processes and guidelines.

• Provide out-of-hours support, stepping in when client teams are unavailable.

• Address a broad range of GuestCare scenarios, including access issues, guest concerns, and urgent requests.

• Make outbound calls to facilitate resolutions and offer updates.

• Efficiently handle multiple systems, swiftly adjusting based on the client and call type.

• Confidently transition between tools, platforms, and workflows according to the customer being supported.

• Evaluate urgency and take action within client-approved frameworks.

• Escalate issues as necessary while maintaining a seamless customer experience.

• Communicate clearly, calmly, and professionally in high-pressure situations.

• Accurately document all interactions and outcomes.

• Provide insights to managers regarding client processes, documentation, and workflows to ensure requests are feasible, scalable, and operationally effective.

⛳️ Requirements

• Fluent in English + (Spanish or French) - Full Professional Proficiency.

• 2–3 years of experience in a call center, customer support, or GuestCare setting.

• Experience with time-sensitive or high-volume interactions.

• Strong multitasking abilities and proficiency in navigating multiple systems concurrently.

• Comfortable adjusting to different clients, tools, and working methods throughout the day.

• Excellent problem-solving skills and sound judgment.

• Calm, organized, and solution-oriented under pressure.

• Able to work in a remote, fast-paced, shift-based environment.

• Willingness to participate in a 24/7 operation, including weekends, early shifts, and overnight (graveyard) shifts.

• Open to rotating schedules (shift patterns change approximately every 2 months).

• Experience in hospitality or property management is advantageous.

🏝️ Benefits

• Contribute to the development of a new and expanding product within the organization.

• Genuine opportunity to influence processes, structure, and operational methodologies.

• Clear pathways for advancement and growth as the team expands.

• Collaborate with a diverse array of hospitality clients.

• Fully remote position, within an international and collaborative team.