This role is responsible for assisting clients (Hotelbeds, Bedsonline) on operational requests relative to their bookings (Pre arrival, On the spot, Post travel), accordingly to our service deadlines/quality guidelines/protocols, in order to solve the needs of the clients in the most efficient way (promptly and accurately) which promote a high performing service culture and an outstanding customer experience aiming for first contact resolution and customer satisfaction.
Position Requirements
Communication skills
* Ability to communicate clearly (Spoken/Written) using positive language
* Effective listening/Empathy/Attentiveness
* Ability to manage difficult interactions (Patience/Self control/Depersonalization)
Organization skills:
* Methodical/Attention to detail
* Problem solving oriented (Decisive)
* Efficiency (Managing time, Multitasking)
* Goal-oriented focus (Productivity, CSat)
Personal skills
* Responsibility (Commitment)
* Willingness to learn/Adaptability
* Confidence/Self-Sufficient (Autonomous)
* Collaboration (Teams, Stakeholders)
* Positive attitude
Experience
* Ideally, previous experience in contact centers and/or specifically operational reservations management at Hotels, TTOO, Travel agencies, OTAs
Qualifications
* Ideally, University graduate or recognized diploma in a field of Hospitality and Tourist or any related field
* Mandatory good spoken and written English. TOEIC +750 or equivalent (Advance-Cambridge, etc)
* Third languages welcome