Freelance Customer Service Representative

About the role

ArtStay is expanding its remote Customer Service team and seeks freelance representatives to support international guests staying in short‑term rental apartments across Italy. You will interact with guests before, during, and after their stay using multiple booking platforms and communication channels.

Key responsibilities

• Respond to guest messages and phone calls on Airbnb, Booking.com, VRBO, WhatsApp and other channels.
• Assist guests with check‑in, smart‑lock access, and any issues that arise during their stay.
• Troubleshoot problems, provide practical solutions, and avoid unnecessary escalations.
• Coordinate with cleaners, maintenance technicians, riders and the operations team in Italy.
• Prioritise multiple guest and property situations, ensuring urgent matters are addressed promptly.
• Maintain clear internal notes, operational records and hand over unresolved issues between shifts.
• Support the wider operations team with day‑to‑day tasks as needed.

Required profile

• Excellent English communication skills.
• Fast learner able to grasp new systems, procedures and workflows quickly.
• Strong problem‑solver who can take ownership of issues from start to finish.
• Independent worker who remains calm and professional under pressure.
• Experience in fast‑paced hospitality, tourism or property‑management environments is a strong advantage.

Required skills

• Airbnb platform
• Booking.com platform
• VRBO platform
• WhatsApp communication
• Smart‑lock access systems

What we offer

• Fully remote freelance contract.
• Opportunity to work with an international guest base.
• Flexible working hours aligned with guest needs.