Guest Experience Agent

OYO; United States; Remote; USD 36,000 - 48,000; Full time

Job summary

OYO is seeking a customer support specialist to engage with guests via phone, email and chat, ensuring prompt and friendly service. You will handle inquiries, coordinate with on-site teams, and help guests with check-in/check-out while maintaining accurate records and contributing to knowledge bases.

The role emphasizes a customer-first mindset, the ability to multitask under pressure, and adherence to performance metrics like CSAT and response times.

Qualifications

• 2+ years in customer support or hospitality
• Excellent verbal and written English communication
• Able to multitask and stay calm under pressure
• Proficient with CRM/ticketing tools like Zendesk or Freshdesk

Responsibilities

• Deliver prompt, friendly and efficient communication to guests via phone, email and chat
• Handle guest inquiries, special requests and complaints with a customer-first mindset
• Monitor upcoming guest arrivals and departures to ensure operational readiness
• Coordinate with housekeeping, maintenance and operations to resolve issues swiftly
• Escalate urgent matters appropriately and ensure timely follow-ups
• Support guests with check-in/out processes and property access
• Maintain accurate records of all guest communications and resolutions
• Contribute to internal knowledge bases and process improvements
• Achieve performance metrics such as CSAT (Customer Satisfaction Score) and response times

Skills

Customer support exp

English communication

Multitasking under pressure

CRM tools (Zendesk, Freshdesk)

Shift work (weekends)

Problem solving

Attention to detail

Job description

Key Responsibilities:

• Deliver prompt, friendly and efficient communication to guests via phone, email and chat
  
• Handle guest inquiries, special requests and complaints with a customer-first mindset
• Monitor upcoming guest arrivals and departures to ensure operational readiness
• Coordinate with housekeeping, maintenance and operations to resolve issues swiftly
• Escalate urgent matters appropriately and ensure timely follow-ups
• Support guests with check-in/out processes and property access
• Maintain accurate records of all guest communications and resolutions
• Contribute to internal knowledge bases and process improvements
• Achieve performance metrics such as CSAT (Customer Satisfaction Score) and response times

Qualifications and Skills:

• 2+ years in customer support, hospitality or a related role
• Excellent verbal and written English communication skills
• Ability to multitask and remain calm under pressure
• Tech-savvy with CRM and ticketing tools (e.g., Zendesk, Freshdesk)
• Willingness to work in shifts, including weekends and public holidays
• A positive, problem-solving attitude with high attention to detail