Job Description

We are looking for a highly organized and bilingual (French & English) Customer Support Representative to assist a client in the property management industry. This role is responsible for providing after-hours support to guests, coordinating with internal teams, and ensuring a smooth guest experience from booking to check-in. Key Responsibilities: 1. Guest Communication Respond promptly and professionally to after-hours guest inquiries via live chat, SMS, email, and phone. Address booking concerns, urgent issues, and special requests with empathy and accuracy. 2. Coordination Dispatch maintenance and housekeeping teams for urgent matters (e.g., lockouts, emergency repairs). Follow up to ensure all issues are resolved in a timely manner. 3. Reservation Support Process guest payments and verify identification or other required details. Manage check-in workflows and ensure all pre-arrival steps are completed. Tools and Software You'll Use: Microsoft Excel – For maintaining trackers and logs. Cloudbeds – Reservation and booking management. Ikea – Guest journey and experience management. MaintainX – Maintenance ticketing and dispatch system. Language & Communication Requirements: Reading/Comprehension: Able to understand complex guest concerns and internal procedures. Written: Must write clear, professional responses for email and chat support. Speaking: Fluent in English and French with a neutral accent; confident phone presence for handling coordination tasks. Qualifications: Proven customer support experience, ideally in hospitality or property management. Proficiency in French and English (spoken and written). Strong multitasking and problem-solving skills. #J-18808-Ljbffr Hubstaff blog

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