Overview
Customer Support Specialist Jobs in Skopje, Skopje Statistical Region, North Macedonia at Digiperia
Title: Customer Support Specialist
Company: Digiperia
Location: Skopje, Skopje Statistical Region, North Macedonia
About the job
We are looking for a Customer Support Specialist to join a growing short-term rental business and support guests throughout their experience.
This role is for someone who can communicate clearly, think through situations, and help guests in a professional and human way. We are not looking for someone who only follows tasks or sends generic responses. We are looking for someone who can understand the situation, follow the right process, and know when something needs to be escalated.
Minimum qualifications
- Communicating with guests through messages, phone calls, and internal systems
- Responding to guest questions, requests, and issues in a clear and professional way
- Handling situations such as check-in questions, late checkout requests, lockouts, lost items, maintenance issues, and general property questions
- Coordinating with cleaners, maintenance teams, and field staff when guest requests or property issues come up
- Following company SOPs and making sure the correct process is followed
- Escalating urgent or sensitive situations when needed
- Avoiding canned or robotic replies and communicating with guests in a helpful, natural way
- Keeping internal systems updated with the correct information
- Making sure guest issues are properly followed through until resolved
Responsibilities
- Strong spoken and written English
- Previous experience in customer support, hospitality, guest support, property management, short-term rentals, or a similar role
- Experience using ClickUp or similar task management / operations tools
- Confidence speaking with customers over the phone
- Strong communication and problem-solving skills
- Good attention to detail
- The ability to stay calm under pressure
- The ability to follow SOPs and internal processes carefully
- Good judgment when handling guest issues or urgent situations
- A proactive mindset and the ability to take ownership of tasks
- The ability to support guests professionally and communicate in a way that feels clear, helpful, and human
