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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates fluency in French and English while providing exceptional customer service and support in a remote environment. Capable of troubleshooting issues and managing guest interactions with ownership and effective communication.
Highest-signal resume keywords
Fluent FrenchFluent EnglishCustomer Service ExperienceTroubleshooting AbilityClear Phone Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Logical ThinkingGood JudgementOrganisationAbility to Work IndependentlyAbility to Handle Frustrated Guests
Tools & Technologies
Reliable ComputerGood-Quality HeadsetStable Internet
Industry Keywords
Guest SupportProperty ManagementCustomer ProceduresEscalation ProcessesShort-Term Rental
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Fluent French and English required
- Previous customer service, hospitality or guest support experience
- Clear and confident phone communication
- Ability to handle frustrated, worried or stressed guests
- Logical thinking and troubleshooting ability
- Good judgement and understanding of when to escalate
- Ability to follow detailed customer procedures accurately
- Ownership and follow-through on issues
- Organisation and comfort working across multiple systems
- Ability to work independently as part of a remote team
- Comfortable working a 24/7 rota including early mornings, evenings, nights and weekends
- Own reliable computer or laptop
- Good-quality headset
- Stable, reliable internet
- Quiet and professional place to work
- Ability to work reliably and independently from home
Benefits
Comp & perks- Remote work
- Full-time employment