Customer Support Representative – Guest & Operations (STR Property Management)

CS Outsource; Lahore; On-site; PKR 3,332,000 - 4,999,000; Full time

Job summary

CS Outsource in Lahore is seeking a Customer Support Representative to support guest experiences and day-to-day operations for US-based STR properties. This is not a traditional CSR role; it includes virtual assistance, administrative support, and coordinating with housekeeping and maintenance teams.

You will handle guest communications via calls, email, and online messaging, assist with reservations and check-ins, and maintain accurate records across systems.

Qualifications

• Strong command of spoken and written English.
• Excellent communication and interpersonal skills.
• Experience in customer support, virtual assistance, operations, or hospitality is preferred.
• Experience with short-term rentals or property management is a plus.
• Ability to manage tasks independently and follow up on pending work.

Responsibilities

• Communicate with guests through calls, emails, and online messaging platforms.
• Assist guests with reservations, check-ins, check-outs, and general property inquiries.
• Provide virtual assistance with day-to-day operational and administrative tasks.
• Coordinate with housekeeping, maintenance, and other internal teams regarding guest and property requests.
• Monitor guest requests and follow up until resolved.
• Escalate issues and inform relevant teams as needed.
• Maintain documentation of guest interactions and operational activities.

Skills

English proficiency

Communication skills

Multitasking

Organization

Independent work

Job description

Customer Support Representative – Guest & Operations (STR Property Management)

Job Summary

We are looking for a Customer Support Representative to support the guest experience and day-to-day operations of our clients' short-term rental properties across the United States.

This is not a traditional CSR/call-center role. Along with handling guest communication, the position involves virtual assistance, administrative support, operational coordination, and managing day-to-day tasks related to short-term rental properties.

The ideal candidate will be someone who communicates well, is comfortable working with multiple systems and teams, and can take ownership of tasks beyond customer communication.

Key Responsibilities

• Communicate with guests through calls, emails, and online messaging platforms.
• Assist guests with reservations, check-ins, check-outs, and general property-related inquiries.
• Provide virtual assistance with day-to-day operational and administrative tasks.
• Coordinate with housekeeping, maintenance, and other internal teams regarding guest and property requests.
• Monitor ongoing guest requests and follow up until they are properly resolved.
• Assist with reservation changes, special requests, and other guest requirements.
• Update information and maintain accurate records across internal systems.
• Monitor booking and property information on OTA platforms.
• Organize and prioritize daily operational tasks to ensure timely completion.
• Escalate issues when required and ensure relevant teams are informed.
• Maintain accurate documentation of guest interactions and operational activities.
• Assist with additional virtual assistance and operational responsibilities as required.

Required Skills & Qualifications

• Strong command of spoken and written English.
• Excellent communication and interpersonal skills.
• Previous experience in customer support, customer service, virtual assistance, operations, or hospitality is preferred.
• Experience with Airbnb, short-term rentals, property management, or call centers is a plus.
• Strong organizational and multitasking skills.
• Good computer skills and ability to work with multiple digital platforms.
• Ability to manage tasks independently and follow up on pending work.
• Strong attention to detail and problem-solving abilities.
• Proactive attitude with a willingness to take ownership of responsibilities.
• Fast learner who can adapt to new tools, processes, and workflows.
• Willingness to work U.S. shifts from our Lahore office.

Why Join Us?

• Become part of a growing international organization.
• Work with clients operating in the U.S. market.
• Gain experience beyond traditional customer service through virtual assistance and operations.
• Develop practical skills in short-term rental and property management.
• Receive training and professional development opportunities.
• Clear pathways for career advancement.
• Supportive team culture that values performance, ownership, and initiative.
• Exposure to one of the fastest-growing sectors in hospitality.