KeyNest

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
• Document all interactions and actions taken within internal systems
• Use sound judgement when handling situations outside standard processes
• Contribute ideas that improve processes, products and customer experience

Bilingual Customer Support Representative – ENG, ES

French

• Answer guest calls and chats in French and English
• Support guests before, during and after check-in
• Troubleshoot WiFi, heating, hot water, appliances and access issues
• Help guests find or access their property
• Handle urgent situations and identify when immediate action is needed
• Follow customer procedures and escalation processes
• Contact approved cleaners, maintenance teams and emergency contacts when required
• Escalate unresolved situations appropriately
• Keep accurate records of every interaction
• Provide customers with updates on guest issues and actions taken
• Take ownership of issues and follow them through
• Support short-term rental and property management companies as an extension of their teams

Bilingual Customer Support Representative – ENG, ES

French & English Guest Care Agent