Customer Service Representative - English

As a Customer Service Associate - English, you will handle queries from hotels, suppliers and customers that come into the Customer Service team. You will turn FIT bookings into closed sales while meeting agreed service levels, business targets and standard operating procedures. You will be the main point of contact for resolving booking issues. You will work with colleagues across Sales, Product, IT and Accounts, as well as with hotels and suppliers. This role suits someone who is organised and calm under pressure, with a real passion for great customer service. You will help keep our clients happy and grow repeat business.

Responsibilities

Confirm bookings from allotment and framed free sale, and clear on-request bookings promptly; Clear pending bookings that do not have a supplier reference and close cancelled bookings accurately; Find and offer suitable alternative accommodation for denied bookings; Respond to all customer phone and email requests within the agreed SLAs; Work with the Sales and Product teams to resolve customer issues efficiently; For ongoing issues, contact hotels and suppliers directly to close complaints; Identify and resolve system errors and limitations, and report them to the Supervisor and IT team; Promote the DOTW online booking system to customers; Retain and convert business by delivering a high level of customer service; Follow up on mapping and payments with the Accounts department

Requirements

Experience in a customer-facing role; Advanced computer skills; Strong analytical and problem-solving skills; Excellent customer service skills; Strong communication and interpersonal skills; Ability to work collaboratively as part of a team; Strong planning and organisational skills, with the ability to prioritise tasks, manage multiple activities and meet tight deadlines while working under pressure; Ability to adapt to a changing environment, with strong conflict resolution skills; High level of emotional intelligence, with a calm, positive and solution-focused approach; Fluency in spoken and written English