法语和英语宾客服务代理
French & English GuestCare Agent
全职 | 远程 | KeyNest 的 GuestCare 服务
GuestCare 是 KeyNest 为短期租赁和物业管理公司提供的客人支持服务。我们作为客户团队的延伸，在客人入住期间需要帮助时，通过电话、邮件和聊天提供支持。
我们正在寻找一位能流利使用法语和英语的人加入 GuestCare 团队，支持我们的法语和英语客户及其客人。
这是一个实际操作的支持岗位。你可能会帮助找不到住所的客人，排查供暖或 WiFi 问题，安排紧急援助，或者安抚被锁在门外的人。
职责
你将负责的工作
- 用法语和英语接听客人电话和聊天
- 在入住前、中、后协助客人解决问题
- 排查常见的房源问题，如 WiFi、供暖、热水、电器和出入问题
- 帮助难以找到或进入住所的客人
- 冷静处理紧急情况，并判断何时需要立即行动
- 遵循每位客户的书面流程和升级流程
- 在需要时联系已批准的清洁人员、维修团队或其他紧急联系人
- 当无法直接解决时，适当升级情况
- 对每次互动保持清晰准确的记录
- 向客户提供关于客人问题和采取措施的明确更新
- 对问题负责并跟进，而不是简单地转交
要求
我们寻找的人选
此职位需要法语和英语流利。你需要有信心与客人进行自然对话，并在两种语言中专业地书写。
我们还希望你具备：
- 有客户服务、酒店业或客人支持经验
- 能够在电话中清晰自信地沟通
- 能够应对可能感到沮丧、担忧或紧张的客人
- 能逻辑思考并排查问题
- 有良好的判断力，了解何时需要升级问题
- 能准确遵循详细的客户流程
- 对问题负责并跟进
- 有条理且能在多个系统上工作
- 能作为远程团队的一员独立工作
有 Airbnb、短期租赁、物业管理、酒店或酒店业经验会特别有帮助，但不是必需的。
工作时间
GuestCare 24/7 运营，因此这不是
查看英文原文
Full-time | Remote | GuestCare by KeyNest
GuestCare is KeyNest’s guest support service for short-term rental and property management companies. We act as an extension of our customers’ teams, supporting their guests by phone, email and chat when they need help during their stay.
We’re looking for a fluent French and English speaker to join our GuestCare team, supporting both our French-speaking and English-speaking customers and their guests.
This is a hands-on support role. You could be helping a guest who cannot find their property, troubleshooting an issue with the heating or WiFi, arranging emergency assistance, or reassuring someone who has been locked out.
Tasks
What you'll be doing
- Answer guest calls and chats in both French and English
- Support guests with issues before, during and after check-in
- Troubleshoot common property issues such as WiFi, heating, hot water, appliances and access
- Help guests who are struggling to find or access their property
- Handle urgent situations calmly and identify when something needs immediate action
- Follow each customer's documented procedures and escalation processes
- Contact approved cleaners, maintenance teams or other emergency contacts when required
- Escalate situations appropriately when they cannot be resolved directly
- Keep clear and accurate records of every interaction
- Provide customers with clear updates on guest issues and actions taken
- Take ownership of issues and follow them through rather than simply passing them on
Requirements
What we're looking for
Fluent French and English are required for this role. You should be confident having natural conversations with guests and writing professionally in both languages.
We're also looking for someone who:
- Has previous customer service, hospitality or guest support experience
- Communicates clearly and confidently on the phone
- Is comfortable dealing with guests who may be frustrated, worried or stressed
- Can think logically and troubleshoot problems
- Has good judgement and understands when something needs escalating
- Can follow detailed customer procedures accurately
- Takes ownership and follows through on issues
- Is organised and comfortable working across multiple systems
- Can work independently as part of a remote team
Experience with Airbnb, short-term rentals, property management, hotels or hospitality would be particularly useful, but isn't essential.
Working hours
GuestCare operates 24/7, so this is not a traditional Monday to Friday, 9-to-5 role.
You must be comfortable working on a rota that can include early mornings, evenings, nights and weekends.
The role is full-time only.
Benefits
Working remotely
You'll need:
- Your own reliable computer or laptop
- A good-quality headset
- Stable, reliable internet
- A quiet and professional place to work
- The ability to work reliably and independently from home
About GuestCare
GuestCare supports short-term rental and property management companies by providing professional guest support when their own teams are unavailable or when they choose to outsource their guest communications completely.
We don't just take messages. Our team is expected to understand the problem, follow the customer's procedures, troubleshoot where possible, take the appropriate action and keep the customer informed.
If you're confident communicating in both French and English, enjoy solving problems and can stay calm when someone needs help quickly, we'd like to hear from you.
Originally posted on Himalayas