GuestCare Specialist – English, Spanish or French

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KeyNest

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2015

🤝 B2B

🏠 Real Estate

🛍️ eCommerce

💰 Seed Round on 2019-03

B2B • Real Estate • eCommerce

KeyNest is a company providing key storage and management solutions worldwide. It offers a network of KeyNest Points for convenient key exchanges, smart key management software for estate agents, and dedicated lockers for various settings. Their services cater to Airbnb hosts, property managers, real estate agents, and others needing secure key handling.

📋 Description

• Support guests via phone, email and live chat throughout their stay. • Assist with check-ins, check-outs and general booking enquiries. • Resolve guest issues quickly while delivering a high standard of customer service. • Coordinate with property managers, maintenance teams and other suppliers to resolve operational issues. • Assess the urgency of each situation and prioritise accordingly. • Make outbound calls to guests, property managers and contractors when required. • Accurately document all interactions and actions taken. • Escalate issues where appropriate while maintaining ownership of the guest experience. • Follow customer-specific procedures and brand guidelines. • Contribute ideas to improve GuestCare processes and service quality.

🎯 Requirements

• Fluent English (spoken and written). • Fluent in at least one of the following: Spanish, French. • At least 2 years' experience in customer support, hospitality, tourism or another customer-facing role. • Comfortable handling customer conversations over the phone. • Experience within short-term rentals, hotels, travel or property management is highly desirable, but not essential. • Excellent communication and interpersonal skills. • A naturally empathetic and customer-focused approach. • Strong problem-solving and decision-making ability. • Calm and confident under pressure. • Excellent organisational skills and attention to detail. • Comfortable working independently in a fully remote environment. • Flexible to work a rotating shift pattern, including evenings, weekends and public holidays.

🏖️ Benefits

• Fully remote working. • 45-hour working week on a rotating shift pattern. • Comprehensive onboarding and ongoing development. • The opportunity to work with leading short-term rental operators across multiple countries. • A supportive, collaborative international team. • Clear opportunities for career progression as GuestCare continues to grow.