Customer Support Representative (On-Call, Afternoon/Evening Shift)

We are looking for a Customer Support Representative (On-Call, Afternoon/Evening Shift) to support our guests and ensure a smooth experience throughout their stay. This is a fully remote and flexible, on-call position, offering the opportunity to work from anywhere, provided you have access to a reliable internet connection and a laptop. You will be assigned shifts on a case-by-case basis, depending on operational needs, with working hours between 17:30 and 23:30 Mon-Fri. The role is ideal for someone who enjoys helping people, is comfortable working independently and can respond effectively to guest needs during the evening hours. Please note: The position requires availability for an initial two-week training period, Monday to Friday, during our regular morning shift (09:00–17:30). Responsibilities - Serve as the primary point of contact for guest inquiries, requests, and issues across multiple communication channels, ensuring timely, clear, and professional responses. - Assess guest concerns, identify appropriate solutions, and manage cases through to resolution, balancing guest satisfaction with operational requirements and company policies. - Work closely with internal teams and external partners, as needed, to ensure issues are resolved efficiently and accurately. - Maintain a consistently high standard of service across all guest interactions, demonstrating empathy, composure, and sound judgment, particularly in high-pressure or sensitive situations. - Handle multiple requests simultaneously, prioritizing tasks effectively based on urgency, impact, and the overall guest experience. Requirements - Excellent verbal and written communication skills, with strong interpersonal abilities in both Greek and English - Strong time management and organizational skills, with the ability to manage multiple priorities - Well-developed problem-solving and decision-making skills - Ability to perform effectively in a fast-paced, dynamic environment - High attention to detail and a genuine commitment to delivering exceptional guest service - Customer-focused mindset with a solid understanding of hospitality service standards - Experience in hospitality, guest relations, or other customer support roles is preferred - Proficient use of Google Workspace (G Suite) tools - Fluency in English is required; additional languages are a strong plus Benefits - Fully remote working arrangement, with the flexibility to work from anywhere. - Flexible, on-call working arrangement during the shift 17.30-23.30