KeyNest provides smart key management solutions for Airbnb hosts, estate agents and property managers.
GuestCare Specialist – English, Spanish or French
Location
Colombia
Posted
19 hours ago
Salary
0
Seniority
Mid Level
Job Description
GuestCare Specialist – English, Spanish or French
KeyNest
• Support guests via phone, email and live chat throughout their stay. • Assist with check-ins, check-outs and general booking enquiries. • Resolve guest issues quickly while delivering a high standard of customer service. • Coordinate with property managers, maintenance teams and other suppliers to resolve operational issues. • Assess the urgency of each situation and prioritise accordingly. • Make outbound calls to guests, property managers and contractors when required. • Accurately document all interactions and actions taken. • Escalate issues where appropriate while maintaining ownership of the guest experience. • Follow customer-specific procedures and brand guidelines. • Contribute ideas to improve GuestCare processes and service quality.
Job Requirements
- Fluent English (spoken and written).
- Fluent in at least one of the following: Spanish, French.
- At least 2 years' experience in customer support, hospitality, tourism or another customer-facing role.
- Comfortable handling customer conversations over the phone.
- Experience within short-term rentals, hotels, travel or property management is highly desirable, but not essential.
- Excellent communication and interpersonal skills.
- A naturally empathetic and customer-focused approach.
- Strong problem-solving and decision-making ability.
- Calm and confident under pressure.
- Excellent organisational skills and attention to detail.
- Comfortable working independently in a fully remote environment.
- Flexible to work a rotating shift pattern, including evenings, weekends and public holidays.
Benefits
- Fully remote working.
- 45-hour working week on a rotating shift pattern.
- Comprehensive onboarding and ongoing development.
- The opportunity to work with leading short-term rental operators across multiple countries.
- A supportive, collaborative international team.
- Clear opportunities for career progression as GuestCare continues to grow.
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