Customer Service Executive (4) – Night Shift (U.S. & Canada Support)

Customer Service Executives (4) – Night Shift (U.S. & Canada Support)

Location : Kolkata, India

Department : Operations / Guest Experience

Shift : Night (9 : 00 PM – 6 : 00 AM IST)

About the Role

We are seeking dedicated and proactive Customer Service Executives to join our hospitality operations team. You will be the primary point of contact for international guests staying at our Airbnb and short-term rental properties across the U.S. and Canada.

Your goal is simple — ensure every guest receives world-class support, even during night hours. From late-night check-ins to urgent maintenance coordination, you will help deliver a smooth, reliable experience 24 / 7.

Key Responsibilities

Provide prompt, friendly, and professional assistance via phone, WhatsApp, RingCentral, chat, and email.

Support guests with check-in guidance, booking changes, and property-related queries.

Coordinate with cleaning, maintenance, or property management teams for urgent requests.

Monitor Airbnb, Booking.com, and Hostify dashboards for incoming reservations, cancellations, or messages.

Log all interactions, feedback, and incidents accurately in CRM / property software.

Create and share a daily handover summary for the day-shift team.

Use AI-assisted tools (ChatGPT, Hostify AI, Notion templates) to respond efficiently and maintain quality.

Qualifications & Skills

Minimum H.S. graduate, bachelor’s degree preferred.

Excellent English communication (written & verbal); Hindi or Bengali is a plus.

Prior experience in hospitality, BPO, or customer support preferred (1–3 years).

Confident using web-based tools like Airbnb, Booking.com, Gmail, WhatsApp Web, and Google Sheets.

Calm, problem-solving attitude — especially under pressure.

Comfortable working night shifts and independently.

Why Join Us

Be part of a fast-growing international hospitality group with operations in the U.S., Canada, and India.

Modern work environment in Salt Lake Sector V, Kolkata.

Training provided on global hospitality platforms (Airbnb, VRBO, Hostify).

Career growth path into Guest Relations Manager / Operations Lead roles.