Customer Support Consultant, English, French
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Job Description
Customer Support Consultant providing outstanding support via phone, chat, and email in a fully remote setting. Join a global leader in Intelligent Support-as-a-Service for tech companies.
Responsibilities:
- Deliver outstanding customer support via phone calls, chats, and emails;
- Manage day-to-day guest communication and ensure a smooth guest experience;
- Ensure the operational success of our guest services and maintain high levels of guest satisfaction;
- Manage day-to-day guest communication, ensuring timely, professional, and consistent responses across various platforms;
- Monitor and respond to messages during key hours, particularly around critical booking periods such as arrivals and departures;
- Coordinate with cleaning and maintenance teams to ensure smooth operations, resolving any issues efficiently;
- Handle guest concerns from start to full resolution, escalating when necessary to ensure guest satisfaction;
- Use internal tools (Hostaway, Duve, Turno, AppSheet) to manage reservations, tasks, and guest information accurately;
- Process booking modifications, including extensions, date changes, and special requests promptly;
- Evaluate and manage refund requests in line with company policies and guidelines, following up to ensure timely resolution.
Requirements:
- Excellent English and French skills (C1 for both spoken and written)
- At least 6 months of experience in a customer support role
- Strong analytical thinking and research skills
- Experience in travel industry/hospitality
- Positive, proactive and responsible attitude
- Familiarity with internal tools such as Hostaway, Duve, Turno, AppSheet, or similar reservation and guest management systems
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)
Benefits:
- Flexible schedule
- Opportunity to cooperate fully remotely
- Inclusive international environment
- Compensation in USD
- Rewards for referring friends
- Balance between project workload and personal time, but also – internal health policy
- Responsive leadership interested in your development and long-lasting cooperation
- Greenhouse conditions for self-development
- A culture built on trust, with no time-tracking requirements
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