GuestCare Specialist, English, Spanish

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

📋 Description

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

• Assist with the check-in and check-out processes, along with general booking inquiries.

• Address guest concerns promptly while ensuring a high level of customer service.

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

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

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

• Document all interactions and actions taken with accuracy.

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

• Adhere to customer-specific protocols and brand guidelines.

• Contribute suggestions to enhance GuestCare processes and improve service quality.

⛳️ Requirements

• Proficient in English (both spoken and written).

• Native proficiency in Spanish.

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

• Comfortable managing customer interactions over the phone.

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

• Outstanding communication and interpersonal skills.

• An inherently empathetic and customer-oriented mindset.

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

• Remain calm and confident under pressure.

• Exceptional organizational skills and attention to detail.

• Capable of working independently in a fully remote setting.

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

🏝️ Benefits

• Fully remote working.

• 45-hour working week on a rotating shift schedule.

• Comprehensive onboarding and continuous development opportunities.

• The chance to work with leading short-term rental operators across various countries.

• A supportive and collaborative international team environment.

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