Description de l’emploi

Full job description

About the Role:

We're looking for a Customer Service Representative to join our team and help our B2C and B2B clients with their travel needs. The ideal candidate should have at least 3 years of experience in call handling (preferably in a B2C setting) and possess strong communication skills, professionalism in email communication, and a proactive approach to solving problems quickly.

You will play a key role in delivering top-notch customer service, managing hotel reservation issues, addressing special requests, and working with hotel partners to resolve concerns in a timely manner. Ensuring that all clients queries are followed up on and resolved within SLAs will also be a crucial part of your responsibilities.

What You'll Do:

• Handle calls and emails in a professional manner, assisting top VIP clients with bookings, cancellations, special requests, and modifications etc..
• Resolve issues related to hotel reservations, including discrepancies or unexpected changes, and collaborate with hotel partners to ensure quick resolutions.
• Escalate unresolved issues when necessary and maintain clear communication with clients throughout the process.
• Demonstrate empathy and a customer-first mindset, ensuring each client’s needs are understood and addressed effectively.
• Stay on top of tickets, following up on all open cases to ensure they're resolved within SLAs.
• Keep accurate and detailed records of customer interactions and case resolutions.
• Take ownership of cases, driving them to resolution with urgency and care.
• Handle frustrated or upset customers with patience, empathy, and problem-solving skills.
• Work efficiently in a fast-paced environment while maintaining professionalism.

What We're Looking For:

• At least 3 years of experience in call handling, ideally in a B2C and B2B travel environment.
• Fluent in English, with strong verbal and written communication skills (TOEFL is recommended).
• Solid experience with B2B clients, email and call etiquette, including the ability to handle calls professionally and write clear, concise, and professional responses.
• Ability to work well under pressure and manage multiple cases at once.
• A strong sense of ownership, with the ability to move cases forward with urgency.
• Excellent attention to detail and problem-solving skills.
• Flexibility to work shifts, including evenings, weekends, holidays, and night shifts.

If you are proactive, detail-oriented, and passionate about providing exceptional travel experiences, we would love to have you on our team!

Job Type: Full-time

Experience:

• Customer Service : 3 years (Preferred)

Language:

• English (Required)