Customer Service Representative - Freelance

Customer Service Representative – Remote (Sri Lanka)
About ArtStay
ArtStay S.r.l. is a rapidly growing short-term rental property management company based in Italy. We currently manage more than 100 apartments across Italy and are expanding significantly in the coming months.
As our operations continue to grow, we are looking for a Remote Customer Service Representative based in Sri Lanka to join our international Customer Service team.
This is a fully remote freelance position.
Position Overview
As a Customer Service Representative at ArtStay, you will assist international guests before, during and after their stay through Airbnb, Booking.com, VRBO, WhatsApp and phone calls.
This is not a traditional scripted customer service role.
Our CSRs are directly involved in the daily operations of our properties. You will handle guest requests, check-ins, apartment access, maintenance and cleaning issues, coordinate with different operational teams and solve unexpected problems.
However, operational problem-solving is only one part of the role.
Excellent guest communication is equally important. Our CSRs are expected to actively monitor guest conversations, respond promptly, provide regular updates and ensure that guests feel informed and supported throughout their stay.
We are looking for someone who can learn quickly, work independently, communicate confidently, take ownership of responsibilities and maintain a high level of discipline and consistency.
Main Responsibilities
Handle guest messages and phone calls across Airbnb, Booking.com, VRBO, WhatsApp and other communication channels.
Monitor guest conversations and respond promptly, professionally and accurately.
Assist guests with check-ins, check-outs, apartment access and issues during their stay.
Troubleshoot problems and work towards practical solutions rather than simply escalating them.
Coordinate with cleaners, maintenance technicians, riders and our operations team in Italy.
Keep guests informed about ongoing issues, including progress, expected timelines and any changes.
Manage multiple ongoing guest and operational situations while correctly prioritizing urgent matters.
Proactively follow up on unresolved guest issues until they are properly addressed.
Maintain clear and accurate internal notes and operational records.
Assist with smart-lock and apartment access systems.
Follow company procedures while using good judgement when situations require independent decision-making.
Ensure proper handovers between shifts, including all pending issues and follow-ups.
Support the wider operations team with day-to-day tasks when required.
Who We Are Looking For
We are particularly interested in candidates who have worked in fast-paced hospitality or tourism environments and are already comfortable dealing with guests, reservations, operational problems and multiple priorities.
Previous experience in hotels, resorts, travel agencies, tour operators, tourism operations, reservations, front office, guest relations, property management or similar environments will be considered a strong advantage.
We are looking for people who are:
Excellent communicators in both spoken and written English.
Disciplined, punctual, reliable and consistent in their work.
Attentive to guest communication and committed to providing excellent customer service.
Fast learners who can quickly understand new systems, procedures and workflows.
Strong problem-solvers who can think independently and make sensible decisions.
Able to understand the bigger picture of a situation rather than simply following instructions.
Comfortable taking ownership of problems from start to finish.
Proactive in following up on pending issues without needing constant reminders.
Able to work independently without constantly waiting for instructions.
Calm, patient and professional under pressure.
Able to handle several operational situations simultaneously and prioritize correctly.
Organized, attentive to detail and capable of maintaining accurate records.
Adaptable when situations change unexpectedly.
Comfortable working as part of an international remote team.
Important
This position may not be suitable for candidates who prefer highly scripted or repetitive customer service work.
At ArtStay, situations can change quickly. Our CSRs are expected to understand the context, evaluate the available information and determine the appropriate next action while following company procedures.
We place equal importance on operational efficiency and guest satisfaction.
Successfully arranging a solution is not enough if the guest has been left waiting without updates. Our CSRs must understand the importance of timely communication, reassurance and continuous follow-up.
We particularly value emotional intelligence, operational thinking, initiative, accountability, reliability and the ability to learn quickly.
Requirements
Fluent spoken and written English.
Previous professional work experience.
Previous hospitality, tourism, travel, reservations or customer-facing operational experience is a strong advantage.
Confidence communicating with international guests over the phone.
Strong computer skills and the ability to learn new software quickly.
Excellent time management, punctuality and work discipline.
Ability to manage responsibilities independently while working remotely.
Stable and reliable internet connection.
Laptop or desktop computer suitable for remote work.
Availability to work the assigned schedule, including weekends.
Working Schedule
ArtStay operates 24/7, with our Customer Service team working across different shifts.
This position follows a fixed schedule of 8 working hours per day, 5 days per week.
All times are based on Italian local time.
Tuesday: 10:00–18:00
Wednesday: 10:00–18:00
Thursday: 10:00–18:00
Saturday: 08:00–16:00
Sunday: 08:00–16:00
Weekly days off: Monday and Friday.
Candidates must be available to work the above schedule consistently. Italian daylight-saving time changes will apply.
What We Offer
Long-term remote freelance collaboration with an established Italian company.
Structured training and onboarding.
Ongoing guidance and support from an experienced team.
Opportunity to develop professionally within a rapidly growing international company.
Direct exposure to the European hospitality and short-term rental industry.
Opportunities for increased responsibilities and professional growth.
International and dynamic working environment.
Location
Remote – Sri Lanka
Contract Type: Freelance
How to Apply
Please submit your updated CV together with a short introduction about yourself and your previous professional experience.
If you have worked in hospitality, hotels, resorts, travel agencies, tourism operations, reservations, guest relations or short-term rental management, please clearly highlight this experience in your application.
We are looking for someone who is not only capable of solving problems but also genuinely understands the importance of delivering an excellent guest experience.
Shortlisted candidates will be contacted for the next stage of the recruitment process.

Work arrangement
Yes