Customer Support Representative (Native French Speakers)
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Job Description
English + French At KeyNest , we're building a customer support team that's trusted to solve real-world problems, not just answer tickets. As a Bilingual Customer Support Representative, you'll be the first point of contact for guests, hosts and business partners, providing support across phone, email and live chat.
Most of your work will focus on KeyNest , with occasional support for our GuestCare service during busy periods or out-of-hours coverage. 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 Provide exceptional customer support via phone, email and live chat. 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). Native French Additional languages are a strong advantage. Experience At least 2 years' experience in customer support or another customer-facing role. C