tourism customer support in french and english (m/f/x).

• provide friendly and efficient service, responding professionally and with empathy to any interaction with the community including urgent situations;


• investigate and resolve complaints, maintaining detailed records of circumstances, outcome of investigation and rationale for proposed resolution;


• process insurance policy administration or cancellation requests, re-issuing policy documentation where required;


• manage escalated or urgent calls where customer may be very upset;


• investigate, identify, manage and escalate complex issues and complaints, professionally and timely, by prioritizing urgent and sensitive matters;


• mediate between hosts & guests for reservation concerns - such as that of alterations, cancellations, resolution center requests - and be able to decide on the best possible outcome for all parties involved;


• anticipate needs and offer creative solutions by adding extra love, delight, or kindness when you can;


• recognise product and process issues that impact our community and submit reports and feedback,


• maintain accuracy and security of customer information on the client' systems.

native or advanced french (C2) proficiency;
advanced level of English (C1);
excellent communication skills;
experience in customer service is a plus;