Job Expectations:

• Understand customer enquiries related to their hotel bookings and respond via applicable channels: email, and chat

• Understand customer enquiries and ensure they are answered or routed through the appropriate support channel

• Making outbound calls to the hotel in urgent cases

• Manage customer escalations and ensure that these are answered, tracked, and escalated as required

• Perform all procedures accurately, including following client's documented call flows, work processes, data entry requirements, and complaint management processes

• Ensure all SLAs are met accordingly

• Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied

• Provide a high level of professionalism and competent customer service

• Able to communicate effectively with customers in a friendly and polite manner following the processes

• Able to read, write, and speak fluently and spontaneously in both English and, for native speakers, in their native language

Skills Required:

• High school in any discipline with 0 - 1 year customer service experience

• Excellent command over Excellent communication skills and strong command over the local

language/ language off support in the region

• Excellent Customer Service Skills.