GuestCare Specialist – English, French

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

📋 Description

• Provide assistance to guests through phone, email, and live chat during their stay.

• Aid in the check-in and check-out processes as well as general booking inquiries.

• Quickly resolve guest issues while ensuring a high level of customer service.

• Collaborate with property managers, maintenance teams, and other suppliers to address operational challenges.

• Evaluate the urgency of each situation and prioritize tasks accordingly.

• Make outbound calls to guests, property managers, and contractors as necessary.

• Thoroughly document all interactions and actions taken.

• Escalate issues when appropriate while maintaining accountability for the guest experience.

• Adhere to customer-specific procedures and brand standards.

• Offer suggestions to enhance GuestCare processes and service quality.

⛳️ Requirements

• Proficient in English (both spoken and written).

• Native French speaker (both spoken and written).

• Knowledge of additional languages is a significant plus.

• Minimum of 2 years' experience in customer support, hospitality, tourism, or a similar customer-facing role.

• Comfortable engaging in customer conversations over the phone.

• Experience in short-term rentals, hotels, travel, or property management is highly advantageous but not mandatory.

• Outstanding communication and interpersonal skills.

• A naturally empathetic and customer-centric approach.

• Strong problem-solving and decision-making skills.

• Remain calm and self-assured under pressure.

• Excellent organizational abilities and attention to detail.

• Able to work independently in a fully remote setting.

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

🏝️ Benefits

• Fully remote work environment.

• 45-hour work week on a rotating shift basis.

• Comprehensive onboarding and ongoing professional development.

• Opportunity to collaborate with prominent short-term rental operators across various countries.

• A supportive and collaborative international team atmosphere.

• Clear pathways for career advancement as GuestCare continues to expand.

• Competitive salary commensurate with your experience and location, along with the chance to help shape and build a new team and product from the ground up.