Customer Support Representative, Native French Speaker
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Job Description
Bilingual French-English support representative helping KeyNest hospitality customers via phone, email, and chat. Resolving access, booking, billing, and operational issues remotely.
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
- Accurately document all interactions and actions taken within internal systems
- Use sound judgement when handling situations outside standard processes
- Contribute ideas that improve processes, products and customer experience
Requirements:
- Fluent English (spoken and written)
- Native French
- Additional languages are a strong advantage
- 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
- 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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