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Open nowPosted 44 days ago

Customer Service: After Hours Booking Agent

Workable (global search)108,016 open roles

Where
Cape Town, Western Cape, South Africa
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Your applicationOpen nowCustomer Service: After Hours Booking AgentWorkable (global search) · Cape Town, Western Cape, South Africa

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The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 44 days ago

Workable (global search) median: 7 days open

The posting

LekkeSlaap is South Africa’s leading accommodation booking app known for its user-friendliness, exceptional customer experience, and extensive local accommodation options. Owned by Tripco, a travel technology company based in Cape Town, LekkeSlaap is committed to innovation, best-in-class customer service, and setting new standards in travel technology.

We are seeking a dedicated After Hours Booking Agent to join our dynamic team. In this role, you will be responsible for managing accommodation bookings after regular office hours, ensuring a seamless experience for our customers. Your outstanding communication skills will help you provide excellent support and address inquiries from guests and property owners alike.

The ideal candidate will have a strong customer service orientation, the ability to work autonomously, and a good understanding of the accommodation industry. This is a great opportunity for someone who enjoys working flexible hours and is passionate about enhancing the customer experience.

Responsibilities

  • Booking Management: Handle all accommodation booking requests received after hours, ensuring accurate processing and confirmation of reservations.
  • Customer Support: Provide exceptional customer service by responding to inquiries related to existing and potential bookings, addressing any concerns or issues that may arise after-hours.
  • Communication: Interact with property owners and guests via phone and email in Afrikaans and English to ensure efficient communication regarding bookings and any changes or cancellations.
  • Problem-Solving: Resolve booking-related issues and customer complaints effectively and efficiently, while striving to maintain a positive customer experience.
  • Documentation: Maintain accurate records of all booking transactions and customer interactions during after-hours shifts to ensure proper follow-up during regular business hours.
  • Reporting: Provide feedback and report on common issues encountered and solutions implemented to improve processes and customer satisfaction.

Requirements

  • Experience in a customer service, a booking-related role, or in the travel or accommodation industry is a plus.
  • Fluency in Afrikaans and English (written and verbal).
  • Excellent communication skills in both Afrikaans and English.
  • Clear and confident telephone etiquette.
  • Strong problem-solving skills and a customer-centric attitude.
  • Ability to manage multiple tasks simultaneously and work independently during after-hours shifts.
  • Proficient in using computer systems and booking software; familiarity with CRM systems is an advantage.
  • Flexibility to work evenings, weekends, and public holidays as required.
  • Detail-oriented with strong organisational skills to track reservations accurately.
  • Confident in handling high-pressure situations and remaining calm under stress.
  • Commitment to providing a positive customer experience in all interactions.
  • Ability to independently organise own reliable transport.

Shift Schedule

  • Agents work in rotating two- or three-day shifts, followed by two or three days off.
  • Weekday shifts: 15:00 – 22:00 or 17:00 – 00:00.
  • Weekend shifts: 12:00 – 22:00 or 14:00 – 00:00.
  • Shifts may change seasonally.
  • Agents may be required to work on public holidays if they fall within their shift rotation.

Benefits

  • Hybrid work model (available after probation)
  • Modern offices based at the V&A Waterfront
  • Travel vouchers and exclusive discounts
  • FeelBetterFast: Employer-funded pharmacy visits
  • Pension fund contributions
  • Generous leave package
  • Additional half-day off every month
  • Monthly team events and more!
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