Guest Service Representative

About the Role

The Guest Service Representative is a full-time, remote role responsible for delivering high-quality customer support to clients and their customers.

Key Responsibilities

• Respond to inquiries via phone, email, and chat.
• Provide accurate information about services.
• Resolve concerns in a timely, courteous manner.
• Maintain updated records in customer relationship management (CRM) tools.
• Document interactions.
• Follow established processes to ensure consistent service.
• Collaborate with internal teams to escalate complex issues.
• Support client onboarding or service changes.
• Contribute suggestions to enhance the guest experience.
• Maintain reliable attendance.
• Adhere to performance metrics.
• Commit to professional, client-focused service.

Requirements & Tech Stack

• Proficiency with common office software and digital tools (e.g., email platforms, CRM systems, spreadsheets, and collaboration tools).
• Reliable internet connection.
• Suitable remote work setup.
• Comfort working independently with minimal supervision.

Qualifications

• Strong customer service and client communication skills, including clear, professional verbal and written interaction with diverse audiences.
• Ability to manage multiple inquiries, prioritize tasks, and maintain attention to detail in a fast-paced, remote work environment.
• Problem-solving and conflict-resolution skills, with a focus on empathy, patience, and service-oriented decision-making.
• Previous experience in customer support, hospitality, call center, or guest-facing roles is highly beneficial.
• High school diploma or equivalent required.
• Post-secondary education in business, communications, or related fields is an advantage.
• Willingness to work aligned with client time zones, including evenings or weekends if needed.
• Openness to ongoing training and development.