Bilingual Customer Support Representative
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Job Description
Bilingual Customer Support Representative for KeyNest assisting guests, hosts, and business partners via phone, email, and live chat. Solving queries and ensuring exceptional customer experiences in a fast-paced remote environment.
Responsibilities:
- Provide exceptional customer support via phone, email and live chat.
- Assist guests, hosts and business partners with access, booking, account and billing enquiries.
- Resolve customer issues from first contact through to resolution, taking full ownership of each case.
- Handle time-sensitive operational incidents and occasional GuestCare enquiries.
- Make outbound calls to customers and partners to gather information and coordinate resolutions.
- Prioritise multiple conversations and cases based on urgency and impact.
- Work closely with Operations, Technical Support and other internal teams to deliver the best outcome for customers.
- Accurately document all interactions and actions taken within our internal systems.
- Use sound judgement when handling situations that fall outside standard processes.
- Contribute ideas that improve our processes, products and customer experience.
Requirements:
- Fluent English (spoken and written).
- Fluent in at least one of the following: Spanish, Italian, French.
- At least 2 years' experience in customer support or another customer-facing role.
- Comfortable handling customer conversations over the phone.
- Experience in hospitality, travel, property management or technology is beneficial, but not essential.
- Excellent written and verbal communication skills.
- Strong problem-solving and decision-making ability.
- Calm and confident under pressure.
- Organised and able to manage multiple priorities.
- Comfortable working independently in a fully remote environment.
- A proactive mindset with a willingness to learn and improve.
- 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.
- Structured onboarding and continuous learning through our internal training platform.
- Clear opportunities for career progression and internal development.
- Work with an international team supporting customers across multiple countries and languages.
- A collaborative, supportive culture where your ideas and feedback are valued.
- Competitive salary based on your experience and location.
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