Customer Experience Consultant
Customer Experience Consultant
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1 Vacancy
Job Description
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 Web Travel Group (ASX: WEB) an ASX 200 listed company operating a global digital travel business.
What makes us stand out
- We are a wholesale global travel organization
- 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
What will you do on your journey with WebBeds
WebBeds is the worlds fastest growing provider of accommodation distribution services to the travel industry. Our products incorporate distribution APIs payment integrations ERP integration Data Lakes User Interfaces and others. Our search API reach peaks of more than 50.000 requests per second each one consisting of tens or hundreds of hotels with continued expansion.
We design deliver and support innovative solutions through engagement collaboration and a fearsome passion for creating customer value is our mission as an IT organization.
With this in mind we strive to be at the leading edge of technology when it comes to build the platform that meets the needs of our Supply partners and customers. This translates to the use of latest technology including .NET Core versions K8S microservices architecture clouds hosting and orchestration CI/CD pipelines automated testing Proactive monitoring and alerting systems to name a few.
Our delivery teams have the creativity and freedom to express themselves by building innovative solutions to often complex problems and are challenged to reach higher levels daily. Our teams consist of product owners QA engineers Software Engineers and people from across the business all working collectively and collaboratively. We have a very strong technical team from which you will be able to learn but are encouraged by new ideas and fresh thinking that you will bring with you.
In this role you will
In this role you will manage past booking queries within the Customer Services Team ensuring timely and effective resolutions while delivering exceptional service. You will investigate enquiries liaise with hotel partners update booking systems and maintain detailed records. Building strong relationships with customers and suppliers negotiating resolutions and meeting service standards are key to success. You will also support team targets and adhere to company procedures and service agreements.
Key responsibilities
- Investigate and resolve customer and partner queries within specified service standards and SLA requirements.
- Liaise with hotel partners to address enquiries negotiate resolutions and mitigate losses where applicable.
- Update booking platforms and backoffice systems with all relevant communication actions documents and financial details.
- Keep customers informed about the progress of their cases within established service standards.
- Maintain and strengthen relationships with customers suppliers and partners while building new connections.
- Complete administrative tasks including loss reporting and preparing for monthly meetings.
- Achieve team targets support escalated cases and participate in presentations or workshops as needed.
- Adhere to customer experience procedures and deliver consistently high service levels.
- Provide general support to team members and other departments as required.
- Monitor and meet key performance measures including KPIs QA scores and quarterly knowledge testing.
The skills we would love to see in your suitcase!
- Fluency in spoken and written English.
- A solid working knowledge of Microsoft Word Excel Outlook and the Internet.
- Strong communication interpersonal and client management skills.
- Highly accurate with an excellent attention to detail.
- Good negotiating skills accuracy and attention to detail.
- Ability to make decisions and to work on own initiative and in a team.
- Ability to anticipate and resolve any problems that might arise.
- A teamoriented mentality.
Why choose us as your next destination
We are super proud of our dedicated team of friendly energetic & passionate professionals. Our people are key to the success of our business & everybody at WebBeds has their own unique role to play as we continue to drive the company forward.
Over 50 different languages are spoken by our workforce but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support.
- International highly skilled group of experts from all around the globe
- Dynamic environment with the chance to grow influence & impact change
- Disruptive fastgrowing market leader within travel & endless possibilities
- Culture built on collaboration empowerment and innovation
Find out more about the WebBeds business at #LIHybrid
Employment Type
Full Time
