Customer Support Consultant (fluent French & English)

SupportYourApp

What you will do:

• Deliver multilingual support in French and English;
• Respond and resolve customer inquiries and issues via emails, calls and chats;
• Handle customer inquiries related to bookings, cancellations, refunds, and reservation changes;
• Resolve issues promptly, including overbookings, payment discrepancies, and incorrect reservation details;
• Provide clear and accurate information about hotel policies, amenities, pricing, and availability;
• Maintain high service standards by meeting key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction;
• Accurately document all customer interactions in the CRM system;
• Stay up to date with platform updates, new policies, and industry trends;
• Manage high volumes of requests during peak travel seasons, holidays, and major events.

What you need to succeed in this role:

• Strong French and English skills (C1 for both spoken and written);
• At least 1+ year of experience in customer support or a similar role;
• Excellent problem-solving abilities with a customer-first mindset;
• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment;
• High attention to detail and accuracy in managing customer information;
• Basic computer skills and ability to work with CRM systems and support tools;
• Commitment to delivering high-quality customer service and meeting performance targets;
• Personal laptop or computer (at least 8Gb of RAM) and a stable internet connection (minimum 50 Mbps download and 40 Mbps upload).

Will be a great plus:

• Friendly, proactive, and positive attitude;
• Previous experience in hospitality, customer support, or a fast-paced service environment.