Remote Customer Service Representative (Hospitality & Guest Support)

Remote Customer Service Representative (Hospitality & Guest Support) Salary: ₱30,000 - ₱50,000 /month Location: Remote (Philippines) Employment Type: Full-Time Department: Guest Services The Opportunity: Bring Your 5-Star Service Home Are you tired of the Manila traffic and the typical BPO commute? Are you a customer service professional or a driven fresh graduate looking for a stable, long-term remote career? TruPorch Homes (PillowPM) is looking for you. We manage premium short-term rental properties that offer the comfort of a home with the service of a boutique hotel. We are not a generic call center. We do not use robotic scripts. We are looking for true hospitality professionals who have "Service DNA" and know how to make guests feel welcomed, heard, and cared for. What You Will Do (The "Virtual Front Desk") You will be the voice and face of our brand. You will handle the guest journey from inquiry to checkout, acting as a "Digital Concierge." Guest Communication : Handle inbound calls (via VoIP) and messages (Airbnb, Vrbo, Booking.com) with warmth, perfect grammar, and professional etiquette. Problem Solving: Swiftly resolve guest issues (e.g., smart lock trouble, Wi-Fi issues, heating/cooling) by troubleshooting or dispatching our ground team. Coordination: Act as the central hub between guests and our cleaners/maintenance staff to ensure properties are perfect for every arrival. Revenue & Reviews: Assist with reservation modifications and follow up with guests to secure 5-star reviews. Who We Are Looking For Customer Service Pros & Driven Graduates: We welcome applicants with prior customer service experience. We also highly encourage fresh graduates to apply—specifically those with degrees in Bachelor of Arts in Communication or Bachelor of Science in Tourism/Hospitality Management. Open to All Degrees: Graduates of ANY course are welcome to apply, provided you have a natural knack for talking to people and making them feel valued. Grace Under Pressure: You know how to keep your cool. You can handle high-pressure situations gracefully when faced with stressed or upset guests via both phone calls (VoIP) and written chat/messaging. Communication Mastery: You possess a neutral English accent for phone calls and near-native written English for messaging. You know how to de-escalate upset guests with empathy, not scripts. Tech-Savvy: You can navigate multiple browser tabs, learn new software (PMS, Slack, Airtable) quickly, and type fast. Reliability: You are disciplined enough to work from home without supervision. Technical Requirements (Non-Negotiable) Internet: Reliable Fiber connection (Minimum 25 Mbps download/upload) with a backup connection plan. Hardware: A working PC/Laptop capable of handling VoIP calls and a noise-canceling headset. Environment: A dedicated, quiet home office space. (No background noise during shift). Schedule This is a US Hours / Graveyard Shift role (EST hours). You must be willing to work nights and weekends/holidays on a rotating schedule, as hospitality never sleeps. What We Offer 100% Remote: Work from the comfort of your home. Stable Career: We are looking for long-term team members, not temporary freelancers. Supportive Team: We provide training and treat our remote team with the same respect as our local team.