GuestCare Support Representative (Bilingual) - Remote

Overview

This role involves providing 24/7 support for short-term rentals, serviced apartments, and hotels by managing guest communications and resolving issues based on client preferences.

In Short

• Handle inbound calls as part of a 24/7 GuestCare call centre.
• Act as an extension of multiple clients’ teams, following their specific processes and guidelines.
• Manage out-of-hours support, stepping in when client teams are offline.
• Resolve a wide range of GuestCare scenarios — access issues, guest concerns, and urgent requests.
• Make outbound calls to drive resolutions and provide updates.
• Multitask across multiple systems, quickly adapting based on the client and type of call.
• Confidently switch between tools, platforms, and workflows depending on which customer you are supporting.
• Assess urgency and take action within client-approved frameworks.
• Escalate where needed while ensuring a smooth customer experience.
• Communicate clearly, calmly, and professionally in high-pressure situations.

Requirements

• Fluent in English + (Spanish or French) - Full Professional Proficiency.
• 2–3 years’ experience in a call centre, customer support, or GuestCare environment.
• Experience handling time-sensitive or high-volume interactions.
• Strong ability to multitask and navigate multiple systems simultaneously.
• Comfortable adapting to different clients, tools, and ways of working throughout the day.
• Strong problem-solving skills and sound judgment.
• Calm, structured, and solution-focused under pressure.
• Comfortable working in a remote, fast-paced, shift-based environment.
• Willingness to work in a 24/7 operation, including weekends, early shifts, and overnight (graveyard) shifts.
• Experience in hospitality or property management is a plus.

Benefits

• Be part of building a new and growing product within the business.
• Real opportunity to shape processes, structure, and ways of working.
• Clear progression and growth opportunities as the team scales.
• Work across a diverse portfolio of hospitality clients.
• Fully remote, international, and collaborative team.
• Salary for the role is 2,500,000 – 3,000,000 COP per month, depending on experience.