- As a Customer Service Representative at HotelOnline, you’ll be the face of our company and the first point of contact for both our valued guests and hotel partners. Youll play a critical role in ensuring their satisfaction and loyalty, and will have the opportunity to make a real impact on their experience.
Key Responsibilities;
- Provide lightning-fast responses to customer inquiries via phone, email, and chat
- Handle customer complaints and resolve issues with ease, always exceeding their expectations
- Keep detailed records of customer interactions and transactions to ensure a seamless experience
- Quickly identify and escalate priority issues to the appropriate department or manager
- Continuously provide feedback to management on customer service processes and suggest improvements
- Stay ahead of the game by staying up-to-date with company products, services, and policies
- Meet and exceed performance metrics, such as response time and customer satisfaction scores
- Processing and communicating bookings to hotel partners
- Supporting Hotel Partners on any issues they might be experiencing with hotel software or guests
- Share potential leads to relevant departments to help drive business growth
Requirements
- Ability to learn fast and multi-task
- Customer service experience, with a background in the hotel or travel industry a plus
- Excellent communication skills that are both written and verbal
- Ability to handle even the toughest customer situations with empathy and professionalism
- Strong problem-solving skills and a keen attention to detail
- Ability to work independently and as part of a team
- Bonus points for additional languages such as French
