GuestCare Support Representative (Bilingual)

At KeyNest, our GuestCare team operates as a 24/7 extension of our clients’ businesses,handling guest and host communication when they’re unavailable or need additional support.

We support short-term rentals, serviced apartments, mid-term stays, hotels, etc, answering calls, chats and resolving issues based on each client’s specific preferences and instructions.

We’re currently building and scaling our GuestCare function, and this is a unique opportunity to join early helping shape how the team operates, contributes, and grows.

Tasks

• 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 upd...