Customer Service Representative
hace 2 semanas
Type of contract: Independent Contractor
Abou tour cient
Our client is a leading hospitality and property management company offering high-quality vacation rental accommodations in the heart of Miami. Our client is passionate about delivering exceptional guest experiences that combine the comfort of home with the standards of a luxury hotel.
their international team is driven by values of trust, service, excellence, teamwork, care for their people, and resourcefulness. Our client is looking for dedicated, service-minded professionals who share their commitment to hospitality and attention to detail.
Position Overview
As a
Customer Service Representative
, you are the primary point of contact for their guests — ensuring each stay is smooth, memorable, and exceeds expectations. You'll handle guest communications before, during, and after their stay, resolve issues with professionalism and empathy, and work closely with their operations and site management teams to ensure a flawless experience.
This is a full-time remote position
based in Bogotá
, collaborating daily with their Miami-based Guest Experience, Reservations, and Operations teams.
Key Responsibilities
- Respond promptly and courteously to guest inquiries via email, phone, and chat.
- Guide guests through the booking, check-in, and check-out process.
- Resolve guest concerns efficiently while maintaining a focus on satisfaction and loyalty.
- Collaborate with Site Managers and Operations teams to ensure seamless arrivals and departures.
- Provide local recommendations for dining, attractions, and experiences in Miami.
- Support the Reservations and Reviews teams with guest communication follow-ups and updates.
- Maintain expert knowledge of all their client properties, amenities, and guest policies.
- Identify opportunities to enhance guest experience and operational efficiency.
- Execute all operational workflows to ensure a seamless guest experience.
Qualifications & Requirements
- Mandatory: Bilingual English/Spanish — excellent written and spoken communication in both languages.
- 2+ years of experience in customer service or hospitality; experience in vacation rentals or hotels preferred.
- Strong interpersonal and problem-solving skills with a calm, solution-oriented mindset.
- Tech-savvy and comfortable with digital communication tools and PMS such as Guesty or similar.
- Highly organized, detail-oriented, and self-motivated to work independently in a remote setup.
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