KeyNest

Customer Support

• 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

Bilingual Support Representative – English, Spanish

• Act as the first point of contact for guests, hosts, and partners across multiple channels (phone, email, live chat)
• Handle GuestCare 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
• Quickly responding to customer inquiries via multiple channels
• Providing clear guidance on products, accounts, and billing
• Handling customer concerns with professionalism and care
• Recording interactions, feedback, and resolutions accurately
• Collaborating with colleagues to solve more complex issues
• Ensuring each customer interaction leaves a positive impression