French & English GuestCare Agent

About the role

We are looking for a bilingual French‑English GuestCare Agent to join our remote support team. You will act as the first point of contact for guests staying in short‑term rental properties, helping them resolve issues quickly and professionally.

Key responsibilities

• Answer guest calls and live‑chat messages in both French and English.
• Assist guests before, during and after check‑in with issues such as Wi‑Fi, heating, hot water, appliances or access.
• Guide guests who cannot locate or enter their property and handle urgent situations calmly.
• Follow documented procedures, contact cleaners, maintenance teams or emergency services, and escalate when necessary.
• Maintain clear, accurate records of every interaction and provide timely updates to customers.
• Take ownership of each case and see it through to resolution.

Required profile

• Fluent in French and English, both spoken and written.
• Previous experience in customer service, hospitality or guest support.
• Strong communication skills and ability to stay calm with frustrated or stressed guests.
• Logical problem‑solving ability and good judgement for escalation.
• Organised, able to work independently and manage multiple systems.
• Reliable home office setup with computer, headset and stable internet.

Required skills

What we offer

• Fully remote, full‑time position with flexible scheduling on a rotating roster.
• Opportunity to work with an international team supporting short‑term rental and property‑management companies.
• Supportive environment that values ownership and professional growth.