KeyNest

Customer Support

• 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
• Accurately log all interactions and outcomes
• Provide feedback to managers on client processes, documentation, and workflows to ensure requests are realistic, scalable, and operationally effective

Guest Care Support Representative, Bilingual

COP 2,500,000 - COP 3,000,000 per month

• Act as the first point of contact for guests, hosts, and partners across multiple channels (phone, email, live chat)
• Handle GuestCare and KeyNest incidents, including access issues, property concerns, and service disruptions
• Make outbound calls to gather information, provide updates, and drive resolutions
• Guide customers step-by-step through account, booking, access, and payment-related questions
• Assess urgency, prioritise cases, and escalate appropriately when operational or technical support is required
• Coordinate with operations, maintenance, and external stakeholders to resolve complex or after-hours issues
• Provide clear, calm, and empathetic communication during high-pressure situations
• Accurately document interactions, actions taken, and outcomes in internal systems
• Follow defined protocols while using sound judgment when situations fall outside standard processes
• Contribute feedback to help improve workflows, documentation, and the overall guest experience
• Maintain consistently high service standards and customer satisfaction

KeyNest

Guest Care Support Representative, Bilingual

Bilingual Support Representative – English, Spanish

GuestCare Support Representative, Bilingual