At KeyNest, we're building a customer support team that's trusted to solve real-world problems, not just answer tickets.
This is a fast-paced role where no two days are the same. You could be helping a guest access their accommodation, resolving a billing query, coordinating with our Operations team, or investigating a technical issue. We're looking for people who enjoy solving problems, taking ownership and delivering exceptional customer experiences.
If you're calm under pressure, communicate clearly and enjoy making a real impact, we'd love to hear from you.
Tasks:
- Assist guests, hosts and business partners with access, booking, account and billing enquiries.
- Resolve customer issues from first contact through to resolution, taking full ownership of each case.
- Handle time-sensitive operational incidents and occasional GuestCare enquiries.
- Make outbound calls to customers and partners to gather information and coordinate resolutions.
- Prioritise multiple conversations and cases based on urgency and impact.
- Work closely with Operations,
Technical Support and other internal teams to deliver the best outcome for customers.
- Accurately document all interactions and actions taken within our internal systems.
- Use sound judgement when handling situations that fall outside standard processes.
- Contribute ideas that improve our processes, products and customer experience.
Requirements:
Languages
- Fluent English (spoken and written).
- Fluent in at least one of the following:
- Spanish
- Italian
- French
- Additional languages are a strong advantage.
Experience
- At least 2 years' experience in customer support or another customer-facing role.
- Comfortable handling customer conversations over the phone.
- Experience in hospitality, travel, property management or technology is beneficial, but not essential.
Skills
- Excellent written and verbal communication skills.
- Strong problem-solving and decision-making abili
📌 Bilingual Customer Support Representative (Bogotá)
🏢 KeyNest
📍 Bogotá
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