GuestCare Specialist – English, Spanish or French

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.

• Aid with check-in, check-out processes, and general booking inquiries.

• Quickly resolve guest issues while upholding 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.

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

• Maintain accurate records of all interactions and actions taken.

• Escalate issues when necessary while ensuring ownership of the guest experience.

• Adhere to customer-specific procedures and brand guidelines.

• Offer suggestions for enhancing GuestCare processes and service quality.

⛳️ Requirements

• Proficient in English (both spoken and written).

• Fluent in at least one of the following languages: Spanish or French.

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

• Comfortable managing customer conversations over the phone.

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

• Exceptional communication and interpersonal skills.

• Naturally empathetic with a customer-centric approach.

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

• Calm and assured when working under pressure.

• Excellent organizational skills with a keen attention to detail.

• Ability to work independently in a fully remote setting.

• Willingness to work a rotating shift schedule that includes evenings, weekends, and public holidays.

🏝️ Benefits

• Fully remote working environment.

• 45-hour workweek on a rotating shift schedule.

• Comprehensive onboarding and continuous development opportunities.

• Chance to collaborate with leading short-term rental operators across various countries.

• A supportive and collaborative international team.

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