Job description for Remote Guest Support Operator – Chat Support at Iconhost Bali
Remote Guest Support Operator – Chat Support
Fully Remote | Shift-Based | Customer First ID
Customer First ID is looking for a reliable and customer-focused Remote Guest Support Operator to support guests through written chat.
As part of our Guest Support team, you will be the first point of contact for guests, assisting with reservations, check-in/check-out, booking changes, property information, and other accommodation-related needs.
No regular phone calls — communication is primarily through chat.
Responsibilities
• Respond to guest inquiries promptly, professionally, and courteously.
• Assist with reservations, booking changes, check-in/check-out, and guest requests.
• Manage multiple conversations while maintaining accuracy and service quality.
• Coordinate with guests, property representatives, and internal teams.
• Follow SOPs and escalate complex cases when necessary.
• Complete clear handovers for pending cases at the end of each shift.
Requirements
• 6–12 months of experience in Customer Service, Chat Support, Guest Support, Hospitality, or a similar role.
• Good written communication in English and Bahasa Indonesia.
• Customer-oriented, detail-oriented, reliable, and able to work independently.
• Comfortable handling multiple chats and using online systems.
• Able to communicate naturally without relying entirely on AI or translation tools.
• Personal laptop, stable internet connection, and a quiet workspace.
• Experience with Airbnb, Booking.com, Agoda, OTA, or property management is a plus.
Work & Payment
• 100% Remote
• 7–8 hours per shift
• Day Shift: IDR 16,000/hour
• Night Shift: IDR 20,000/hour
• Standby, shift-based schedule according to operational needs.
• Shifts are based on confirmed availability and are not guaranteed every week/month.
• Training, SOPs, and team support provided.
Platforms
Hospitable | Airbnb | Booking.com | Agoda | Gmail | WhatsApp | Google Workspace | Internal Systems
