GuestCare Support Representative, Bilingual

📋 Description

• Manage inbound 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 variety of GuestCare scenarios including access issues, guest concerns, and urgent requests.

• Make outbound calls to facilitate resolutions and give updates.

• Multitask across several systems, quickly adjusting based on the client and nature of the call.

• Confidently transition between tools, platforms, and workflows depending on the customer being supported.

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

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

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

• Log all interactions and outcomes accurately.

• Provide constructive feedback to managers regarding client processes, documentation, and workflows to ensure requests are practical, scalable, and operationally effective.

⛳️ Requirements

• Fluent in English plus either Spanish or French - Full Professional Proficiency.

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

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

• Strong ability to multitask and navigate multiple systems simultaneously.

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

• Excellent problem-solving skills and sound judgment.

• Calm, organized, and solution-oriented in stressful situations.

• Comfortable working 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, with shift patterns changing approximately every 2 months.

• Experience in hospitality or property management is a plus.

🏝️ Benefits

• Be a part of developing a new and expanding product within the organization.

• Genuine opportunity to influence processes, structure, and methods of operation.

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

• Collaborate across a diverse portfolio of hospitality clients.

• Fully remote, with an international and collaborative team environment.