KeyNest

GuestCare Support Representative, Bilingual

KeyNest

full-time

Posted on:

Location Type: Remote

Location: Colombia

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Salary

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

About the role

  • 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

Requirements

  • Fluent in English + (Spanish or French) - Full Professional Proficiency
  • 2–3 years’ experience in a call centre, customer support, or GuestCare environment
  • Experience handling time-sensitive or high-volume interactions
  • Strong ability to multitask and navigate multiple systems simultaneously
  • Comfortable adapting to different clients, tools, and ways of working throughout the day
  • Strong problem-solving skills and sound judgment
  • Calm, structured, and solution-focused under pressure
  • Comfortable working in a remote, fast-paced, shift-based environment
  • Willingness to work in a 24/7 operation, including weekends, early shifts, and overnight (graveyard) shifts
  • Comfortable with rotating schedules (shift patterns change approximately every 2 months)
  • Experience in hospitality or property management is a plus
Benefits
  • Be part of building a new and growing product within the business
  • Real opportunity to shape processes, structure, and ways of working
  • Clear progression and growth opportunities as the team scales
  • Work across a diverse portfolio of hospitality clients
  • Fully remote, international, and collaborative team
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
call centre experiencecustomer support experienceGuestCare experiencetime-sensitive interaction handlinghigh-volume interaction handlingmultitaskingproblem-solvingsound judgment
Soft Skills
clear communicationcalm under pressurestructured approachsolution-focused mindsetadaptability