Customer Service Agent

Customer Service Agent About Olala! Olala! is an international hospitality and real estate group, developing, owning, and operating hotels, vacation rentals, and food & beverage concepts worldwide. Since 1996, we have built a presence in 17 cities worldwide, combining global expertise with local insight. Our mission is to deliver smart, technology-driven, and design-forward accommodations that meet the needs of today’s traveler while upholding the highest standards of service. Your role The Customer Service Agent is responsible for managing guest communication throughout the entire guest journey, from pre-arrival and check-in to in-stay support, check-out, and post-stay follow-up. The role involves resolving guest issues efficiently, escalating complex cases when necessary, and maintaining fast, professional response times across chat, email, and phone. Your Journey • Respond to guest inquiries via phone, WhatsApp, email, and OTA messaging channels ( Booking. com , Airbnb, Expedia, etc.). • Handle inbound and outbound guest calls, including urgent in-stay issues and booking-related questions. • Coordinate check-in and check-out, including online check-in and identity verification processes. • Handle guest issues related to access, amenities, billing, and general stay-related concerns, escalating complex cases to Guest Experience Leads when required. • Process reservation updates and guest requests through Guesty, Opera Cloud, Cloudbeds, or other PMS platforms depending on the property. • Accurately log guest interactions and flag recurring issues or operational concerns. • Support upsell requests, such as late check-out, breakfast, and other additional services, when required. • Maintain a high standard of professionalism and guest service across all communication channels. What do you bring to your trip • Fluent spoken and written English and Spanish, required. • Portuguese or French, strong advantage and highly valued. • Previous experience with Guesty, Opera Cloud, Cloudbeds, or a similar PMS. • Comfortable handling guest calls professionally, including stressful, sensitive, or urgent situations. • Previous experience in customer service, hospitality, or guest relations. • Comfortable working across multiple software platforms, including PMS, messaging, ticketing, and communication tools. • Excellent written communication skills, with the ability to write clear, professional guest messages under time pressure. • Flexibility to work shift-based schedules. Nice to Have • Familiarity with AI-assisted customer support tools, such as Conduit, chatbots, automation platforms, or similar technologies. • Experience working in short-term rentals, serviced apartments, or property management. Life at Olala! Breakfast is the most important meal of the day. Fruit, coffee & milk is on us! You will have access to apply for our private healthcare after a probation period of 6 months, depending on your type of contract. Employees know it first! You will be able to enjoy an annual credit to use in one of our accommodations around the world. You can make a difference with us. We’ll develop a compensation bonus plan based on your performance and individual projects linked to the company goals. Keep learning! Career growth and development opportunities including learning programs and career plans per department and position. Events: Team buildings, office events and once a month Olala Group invites you to an afterwork! Pet friendly days at the office - we want to meet your furry friend! Together we revolutionize the way people travel! Diversity and Sustainability At Olala! we take pride in cultivating a vibrant and inclusive work environment that celebrates individuality and diversity. We believe that these are invaluable assets that fuel innovation, foster creativity and drive our overall success. Additionally, we believe in taking action towards curving the impact that our company has on its environments. This includes implementing energy efficient practices and engaging in community projects that promote cultural preservation among others actions. We look forward to receiving your application! For more information about Olala! visit Olala.com and to keep up to date with Olala! news, follow us on LinkedIn and Instagram ! Department Customer Care Locations Barcelona HQ Remote status Hybrid