Customer Experience Specialist

Who are WebBeds

WebBeds is the fastest growing and most significant accommodation supplier to the travel industry. We are a global company offering ground services (hotels transfers tours activities) to travel professionals. Our products help our partners and customers to create amazing Travel experiences.

Our Products range from a Retail Online platform Integration Connectivity hub and distribution APIs to name but a few and our systems are 100% cloud hosted processing up to 5.0bn search requests daily. We deliver amazing outcomes using leading edge technology through innovative and creative thinking.

WebBeds is a subsidiary of Webjet Limited (ASX: WEB) an ASX 200 listed company operating a global digital travel business.

What makes us stand out

• We are a wholesale global travel organisation
• We have 1500 people speaking 50 languages in 120 cites across 50 countries
• We partner with over 430000 properties in more than 15000 destinations
• We work with more than 44000 travel companies in 139 source markets
• We have an amazing Technology team focused on delivering valuable outcomes using innovative tech and creative & lateral thinking.

Job Purpose:

Working as part of one of our Specialist Functions within the Customer Services Team this role is focused on handling all past booking queries from our customers and partners. A Customer Experience Consultant should be able to provide support in an effective cost efficient and customer orientated way ensuring excellent customer service is always delivered.

Key Responsibilities:

• Acknowledge all enquires received within specified service standard requirements.
• Ensure that all requests received are investigated and a conclusion is reached within specified service standard requirements.
• Provide resolutions to cases in an effective and timely manner maintaining a high level of service.
• Provide resolutions to cases as requested by the companies SLA
• Liaise with hotel partners to resolve all allocated enquiries.
• Update the various booking platforms with email communication actions taken relevant documents received and financial details.
• Update the different backoffice systems with email communication phone communication actions taken relevant documents received and financial details.
• Ensure that customers are updated with the progress made within specified service standard requirements.
• Follow up and negotiate with hotel partners where losses have been incurred and fault can be attributed to them.
• Accurately fill in the loss report when this is required
• Maintain improve and build on relationships with existing/new partners (clients and hotel partners).
• Always follow the Customer experience procedures.
• Always deliver the highest level of customer service.
• Deal with the general administrative duties attached to the role.
• Attend presentations and workshops as requested
• Achieve targets and assist with escalated cases
• Prepare for your monthly meetings and provide relevant topics for each meeting
• To offer general support to the other team members and to other departments if needed Maintain and build on relationships with existing customers and suppliers and build new relationships with customers and suppliers
• Task distribution
• Any other reasonable requests from the Customer Care Team Leader or the department Head.

Key Measures:

• Monthly KPIs and scorecards
• QA scores
• Revalida Quarterly knowledge testing

Job Qualifications:

• Experience working in a customer facing role (required)
• Fluency in spoken and written English (required)
• One other European language (preferable)
• Accuracy research skills and attention to detail.
• Stamina and persistence.
• Strong communication interpersonal and client relationship management skills.
• Strong negotiating and influencing skills.
• Strong analytical skills.
• Problem solving abilities.
• Team working skills.
• Ability to organise and plan effectively and to prioritise tasks to manage multiple activities and meet deadlines.
• Ability to work under pressure and to tight deadlines.
• Willingness and ability to take ownership for decisions.
• Initiative to achieve the best result.
• Ability to follow through to a conclusion all tasks dealt with.
• Customer orientated.
• Ability to organise and plan effectively and to prioritise tasks to manage multiple activities and meet deadlines
• Always be open to changes in your daytoday tasks and procedures
• Amenable to work in Mandaluyong City
• ONSITE work set up

Find out more about the WebBeds business at #LIHybrid