Customer Support Coordinator

About the Role

We're looking for a Customer Support Coordinator to join our team and manage the guest experience across Online Travel Agency (OTA) platforms such as Airbnb and Vrbo. This is a customer-facing role focused on guest communication, and complaint resolution — ideal for someone who thrives in a fast-paced, hospitality-driven environment.

Key Responsibilities

• Handle guest inquiries and requests through calls, chats, and emails, with a primary focus on OTA platforms (Airbnb, Vrbo, and similar).
• Manage reservations, bookings, and guest requests from inquiry to check-out.
• Resolve guest complaints professionally, efficiently, and with a solutions-first mindset.
• Maintain accurate records using CRM and data entry tools.
• Negotiate rates and upsell services/add-ons where appropriate.
• Build and maintain strong guest relationships to encourage repeat bookings and positive reviews.
• Ensure a consistently high level of guest satisfaction across all touchpoints.

Requirements

• Minimum 1 year of experience in customer service, hospitality, or a related field.
• Excellent English communication skills (spoken & written) — non-negotiable.
• Strong problem-solving abilities and a calm, professional approach under pressure.
• Good interpersonal and negotiation skills.
• Good computer proficiency.
• Familiarity with CRM software and data entry tools is a plus.
• Prior exposure to OTA platforms (Airbnb, Vrbo, Booking.com, etc.) is a strong advantage.
• Ability to maintain accurate guest records and a well-organized knowledge base.

Benefits

• Competitive salary
• One-time meal provided
• Paid leaves
• Growth & career development opportunities
• Professional and supportive work environment

Pay: Rs45,000.00 - Rs55,000.00 per month

Work Location: In person