Remote Customer Service Representative (Hospitality & Guest Support)

<p><strong>Remote Customer Service Representative (Hospitality & Guest Support)</strong></p><p><strong>Salary:</strong> ₱30,000 - ₱50,000 /month<br><strong>Location:</strong> Remote (Philippines)<br><strong>Employment Type:</strong> Full-Time<br><strong>Department:</strong> Guest Services</p><p><strong>The Opportunity: Bring Your 5-Star Service Home</strong><br>Are you tired of the Manila traffic and the typical BPO commute? Are you a customer service professional or a driven fresh graduate looking for a stable, long-term remote career?</p><p>TruPorch Homes (PillowPM) is looking for you. We manage premium short-term rental properties that offer the comfort of a home with the service of a boutique hotel. We are <strong>not</strong> a generic call center. We do not use robotic scripts. We are looking for true hospitality professionals who have "Service DNA" and know how to make guests feel welcomed, heard, and cared for.</p><p><strong>What You Will Do (The "Virtual Front Desk")</strong><br>You will be the voice and face of our brand. You will handle the guest journey from inquiry to checkout, acting as a "Digital Concierge."<br><strong>Guest Communication</strong>: Handle inbound calls (via VoIP) and messages (Airbnb, Vrbo, Booking.com) with warmth, perfect grammar, and professional etiquette.<br><strong>Problem Solving:</strong> Swiftly resolve guest issues (e.g., smart lock trouble, Wi-Fi issues, heating/cooling) by troubleshooting or dispatching our ground team.<br><strong>Coordination:</strong> Act as the central hub between guests and our cleaners/maintenance staff to ensure properties are perfect for every arrival.<br><strong>Revenue & Reviews:</strong> Assist with reservation modifications and follow up with guests to secure 5-star reviews.</p><p><strong>Who We Are Looking For</strong></p><ul><li>Customer Service Pros & Driven Graduates: We welcome applicants with prior customer service experience. We also highly encourage fresh graduates to apply—specifically those with degrees in Bachelor of Arts in Communication or Bachelor of Science in Tourism/Hospitality Management.</li><li>Open to All Degrees: Graduates of ANY course are welcome to apply, provided you have a natural knack for talking to people and making them feel valued.</li><li>Grace Under Pressure: You know how to keep your cool. You can handle high-pressure situations gracefully when faced with stressed or upset guests via both phone calls (VoIP) and written chat/messaging.</li><li>Communication Mastery: You possess a neutral English accent for phone calls and near-native written English for messaging. You know how to de-escalate upset guests with empathy, not scripts.</li><li>Tech-Savvy: You can navigate multiple browser tabs, learn new software (PMS, Slack, Airtable) quickly, and type fast.<br>Reliability: You are disciplined enough to work from home without supervision.</li></ul><p><strong>Technical Requirements (Non-Negotiable)</strong></p><ul><li>Internet: Reliable Fiber connection (Minimum 25 Mbps download/upload) with a backup connection plan.</li><li>Hardware: A working PC/Laptop capable of handling VoIP calls and a noise-canceling headset.</li><li>Environment: A dedicated, quiet home office space. (No background noise during shift).</li></ul><p><strong>Schedule</strong></p><ul><li>This is a US Hours / Graveyard Shift role (EST hours). You must be willing to work nights and weekends/holidays on a rotating schedule, as hospitality never sleeps.</li></ul><p><strong>What We Offer</strong></p><ul><li>100% Remote: Work from the comfort of your home.</li><li>Stable Career: We are looking for long-term team members, not temporary freelancers.</li><li>Supportive Team: We provide training and treat our remote team with the same respect as our local team.</li></ul> Salary: 30000 - 50000 PHP Per month

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...