Guest Experience Specialist – Evening Shift (No Graveyard!)

Guest Experience Specialist – Evening Shift (No Graveyard!) | Remote, Philippines
MetaWise Property | Sydney, Australia

About us
MetaWise is a Sydney-based short-term rental management company, operating since 2009 ( ---------- ). We look after apartments and homes across Sydney and host guests from Airbnb, ---------- and other platforms. Our team is based in the Philippines and works on Sydney time.

The role
You'll be the voice of MetaWise for our guests during the evening shift. Guests arrive late, flights get delayed, things go wrong after hours, and you'll be the one who sorts it out calmly and quickly.

Because Sydney is 3 hours ahead, our evening shift falls in the afternoon to evening in the Philippines. No graveyard shift.

What you'll do

• Reply to guest messages across Airbnb, ---------- and our PMS (Guesty)
• Handle check-in questions, late arrivals and access issues
• Answer and return calls through our Dialpad phone system
• Troubleshoot issues on the spot (Wi-Fi, appliances, lockboxes, parking)
• Coordinate with cleaners and maintenance when something needs fixing
• Log everything clearly in our CRM so the day team can pick it up
• Escalate urgent issues to management

What we're looking for

• Excellent written and spoken English
• At least 1 year in customer service, hospitality, or a BPO/virtual assistant role
• Airbnb, ---------- or Guesty experience is a big plus
• Calm under pressure, with a real problem-solving attitude
• Strong attention to detail. Accuracy matters in our business.

Requirements

• Your own computer (laptop or desktop) with a webcam
• Stable internet (minimum 20 Mbps) plus a backup connection
• Backup power (UPS or generator) preferred
• A quiet place to work and take calls
• Must agree to our data security and confidentiality policy

Pay and terms

• AUD 4.00 per hour
• 3-month probation period
• A retention bond applies (details discussed at interview)
• Exact shift schedule discussed at interview
• Paid training provided
• Long-term role with a stable, growing team

How to apply
Apply through OnlineJobs.ph and include:
1. Your CV
2. A 1-minute voice recording introducing yourself in English
3. A short note (5–8 sentences) on why you'd be great at this role
4. Your answer to this: "A guest messages at 11 PM saying they can't open the lockbox and their phone is at 5%. What do you do?"
5. A screenshot of your internet speed test

Only shortlisted applicants will be contacted.