KeyNest

Spanish

• 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.

GuestCare Specialist, English, Spanish

French

GuestCare Specialist – English, French

Customer Support

• Provide exceptional customer support via phone, email and live chat.
• Assist guests, hosts and business partners with access, booking, account and billing enquiries.
• Resolve customer issues from first contact through to resolution, taking full ownership of each case.
• Handle time-sensitive operational incidents and occasional GuestCare enquiries.
• Make outbound calls to customers and partners to gather information and coordinate resolutions.
• Prioritise multiple conversations and cases based on urgency and impact.
• Work closely with Operations, Technical Support and other internal teams to deliver the best outcome for customers.
• Accurately document all interactions and actions taken within our internal systems.
• Use sound judgement when handling situations that fall outside standard processes.
• Contribute ideas that improve our processes, products and customer experience.

Bilingual Customer Support Representative, ENG/ES

Bilingual Customer Support Representative – Native Spanish or French Speaker

GuestCare Specialist – English, Spanish or French

Bilingual Customer Support Representative

• 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

GuestCare Specialist, English, Spanish

GuestCare Specialist – English, French

Bilingual Customer Support Representative, ENG/ES

Bilingual Customer Support Representative – Native Spanish or French Speaker

GuestCare Specialist, English, Spanish

GuestCare Specialist – English, Spanish or French

Bilingual Customer Support Representative

Bilingual Customer Support Representative

Guest Care Support Representative, Bilingual