Job Description

Employment Type: Full-Time

Schedule: 12:00 MN – 9:00 AM EST

Industry: Property Management

Overview:

We are looking for a highly organized and bilingual (French & English) Customer Support Representative to assist a client in the property management industry. This role is responsible for providing after-hours support to guests, coordinating with internal teams, and ensuring a smooth guest experience from booking to check-in.

Key Responsibilities:

1\. Guest Communication

* Respond promptly and professionally to after-hours guest inquiries via live chat, SMS, email, and phone.

* Address booking concerns, urgent issues, and special requests with empathy and accuracy.

2\. Coordination

* Dispatch maintenance and housekeeping teams for urgent matters (e.g., lockouts, emergency repairs).

* Follow up to ensure all issues are resolved in a timely manner.

3\. Reservation Support

* Process guest payments and verify identification or other required details.

* Manage check-in workflows and ensure all pre-arrival steps are completed.

Tools and Software You'll Use:

* Microsoft Excel – For maintaining trackers and logs.

* Cloudbeds – Reservation and booking management.

* Ikea – Guest journey and experience management.

* MaintainX – Maintenance ticketing and dispatch system.

Language & Communication Requirements:

* Reading/Comprehension: Able to understand complex guest concerns and internal procedures.

* Written: Must write clear, professional responses for email and chat support.

* Speaking: Fluent in English and French with a neutral accent; confident phone presence for handling coordination tasks.

Qualifications:

* Proven customer support experience, ideally in hospitality or property management.

* Proficiency in French and English (spoken and written).

* Strong multitasking and problem-solving skills.

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