Employment Type: Full-Time
Schedule: 12:00 MN – 9:00 AM EST
Industry: Property Management
Overview:
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.