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