Customer Support Coordinator
- Lahore, Pakistan
Posted 26 days ago
About the role
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