The posting
Job Description. Customer Service Representative ( Level 1)
As a Customer Service Agent at WebBeds, you will play a crucial role in delivering outstanding customer support to our clients (internal and external). Your excellent communication skills, problem-solving abilities, attention to detail and out-of-the-box thinking will enable you to deliver excellence. Your focus on customer satisfaction will contribute to maintaining positive relationships with our valued partners in both written and spoken interactions. Your strong interpersonal skills, teamwork mindset, result-driven approach, and organizational abilities will ensure effective collaboration and efficient service delivery
Key Responsibilities.
- Provide exceptional customer service to Webbeds partners, addressing their inquiries, resolving issues, and providing accurate information
- Handle queries from clients, partner hotels and suppliers, including booking confirmations, amendments, and issue resolution, using problem-solving skills and out-of-the-box thinking to find effective solutions
- Build professional relationship with clients establishing trust and understanding to better meet their needs and enhance the customer experience
- Utilize various official communication channels such as phone, email and possible chat to promptly and professionally respond to clients’ inquiries
- Utilize all available tools, resources, and systems/technologies to troubleshoot and resolve customer queries and issues by researching, exploring solutions, and implementing effective resolutions or escalating when necessary
- Provide solutions through active listening and ability to think critically by asking relevant questions, identifying root causes and applying intervention to address them
- Utilize all available tools, resources and expertise to provide accurate answers to Webbeds’ questions about their bookings, Webbeds products and systems, pricing, availability, etc.
- Demonstrate ability to accurately and quickly navigate and manage multiple priorities and tasks simultaneously with minimal impact on hourly/daily production
- Collaborate with team members and other departments within WebBeds to ensure seamless coordination and effective problem-solving for clients
- Utilize company systems and tools to access and update client information, bookings, and related documentation accurately
- Follow established processes and procedures to meet service level agreements and maintain high-quality customer service standards
- Demonstrate strong interpersonal skills to build and foster positive relationships with clients and colleagues, while effectively resolving conflicts if/when they arise
- Communicate effectively and clearly, both verbally and in writing, to convey information and instructions accurately
- Work collaboratively with team members to achieve common goals and deliver exceptional customer service
- Demonstrate a result-driven approach, consistently meeting or exceeding performance targets and contributing to team success, while remaining adaptable to evolving objectives and priorities of department and business
- Plan and organize work effectively to manage multiple tasks, prioritize responsibilities, and meet deadlines
- Accurately organize and input data in the systems as required by internal policies, procedures and service level agreements; maintain accurate, accessible and organized records of actions taken
- Exhibit excellent time management skills to ensure efficient use of resources and timely resolution of client issues
- Utilize negotiation skills when interacting with clients, suppliers, or other stakeholders to achieve mutually beneficial outcomes
- Demonstrate exceptional flexibility and adaptability; able to effectively manage changing priorities and objectives, handling a variety of tasks and thriving in a fast-paced, dynamic environment
- Manage various miscellaneous, ad-hoc, offline, or system-generated tasks with precision, ensuring completion within internal and external deadlines and following supervisor-provided guidelines
- Take on additional workload, tasks and projects as needed and as indicated by line manager in accordance with department and business needs
Key Measures.
- KPI Metrics and business objectives: Consistently meet key performance indicators (KPIs) as communicated by line manager and contribute to achieving overall business objectives, ensuring alignment with organizational goals and priorities
- Response Time: Aim to respond promptly to customer inquiries and issues, by adhering to external and internal SLAs and minimizing wait times and ensuring timely resolution
- First Contact Resolution (FCR) Rate: Strive to resolve customer issues on the first contact, minimizing the need for follow-up interactions and enhancing efficiency
- Quality Assurance Metrics: Adhere to quality assurance standards and metrics, ensuring that all customer interactions meet or exceed established benchmarks for service quality
- Call Handling Metrics: Maintain optimal call handling metrics, including average handling time (AHT) and adherence to call scripts and protocols
- Productivity and Efficiency: Demonstrate high levels of productivity and efficiency in managing customer inquiries and tasks, maximizing the number of cases resolved per hour or shift through system use optimization
- Attendance and Punctuality: Maintain excellent attendance and punctuality records, ensuring consistent availability to assist customers during scheduled shifts
- Feedback and Improvement: Actively seek feedback from supervisors, using insights to continuously improve service delivery and personal performance
- Knowledge Base Utilization: Effectively utilize internal knowledge bases and resources to provide accurate and timely assistance to customers, minimizing escalations and callbacks
- Cross-Functional Collaboration: Collaborate with other teams and departments as needed to address customer inquiries or escalate issues, fostering a culture of teamwork and cooperation
- Training: request and attend relevant training sessions as needed and as indicated by line manager
- Yearly / quarterly performance review: assess performance consistently addressing accomplishments, challenges and areas for growth. Review and revisit goals and objectives, provide feedback and outline future development plans together with line manager to align with personal and company growth
Required Experience and Knowledge.
Essential
Qualifications & Knowledge
- Travel industry and/or Call Centre experience (desirable)
- Previous experience in customer service or customer facing role
- Excellent communication skills, both verbal and written, with a strong focus on active listening and empathy
- Proficient in English communication skills, both verbal and written
- Strong problem-solving abilities and attention to detail
- Proficiency in relevant computer applications and software
Experience, Skills and Behavioural Requirements
- Strong problem-solving abilities, with the capacity to think creatively, anticipate problems and find innovative solutions to customer issues
- Customer-focused mindset, with a genuine desire to help and support a variety of clients in achieving their goals
- Ability to work effectively in a team environment, collaborating with colleagues to deliver exceptional customer service
- Results-oriented approach, with a commitment to meeting or exceeding performance targets and goals
- Strong organizational skills, with the ability to prioritize tasks and manage time effectively in a fast-paced environment
- Strong ability to conduct thorough research, ensuring accuracy in all tasks and increased attention to detail
- Ability to work under pressure
- Ability to remain calm and professional in high-pressure situations
- A high level of flexibility, adapting quickly to changing demands of the role and company
- Amenable to work in shifting schedule
About WebBeds.
Launched in 2013, WebBeds is the world’s fastest growing B2B travel intermediary, or ‘bedbank’, providing accommodation and ground product distribution services to the travel industry. We source content from travel suppliers, aggregate and merchandise that content in the WebBeds platform, then distribute it to our global network of travel trade clients, who sell to the travelling public.
Our clients – online travel agencies, retail travel agents, corporate travel managers, tour operators, wholesalers, tourism boards, super apps, DMC’s, group providers, airlines and more – access the company’s huge global inventory of more than 368,000 hotels (comprising 30,000+ direct contracts, 70+ integrated third-party providers and 60+ major hotel chains) through market-leading, trade-only booking websites or via simple and seamless API connectivity. In addition to hotel product, clients can also book over 5,500 transfer services in 1,200 destinations along with thousands of guided excursions and tickets for attractions.
Our supplier partners – global hotel chains, independent hotels, apartments, resorts, attractions, transfer and sightseeing companies and more – benefit from our global distribution network of over 44,000 travel companies in more than 145 source markets and are supported by a local dedicated point of contact focused on ensuring we deliver value, choice, expertise and an unrivalled level of service.
WebBeds operates global coverage through four geographic regions – Europe, Asia Pacific, MEA (Middle East and Africa) and Americas - with over 1,400 travel professionals working in 50 offices worldwide. WebBeds also operates specialist brands JacTravel DMC and Umrah Holidays International. JacTravel DMC provides tailormade travel arrangements for offline FIT and groups traveling to the UK, Ireland and key mainland European destinations to the international travel trade. Umrah Holidays International is a genuine pioneer, providing online pilgrimage travel services to travel agencies worldwide.
Find out more about the WebBeds business at www.webbeds.com
WebBeds is a division of Webjet Limited (ASX: WEB).
