Job Overview
We are seeking a dedicated and enthusiastic Customer Service Agent to provide excellent customer service to our clients and hotels, dealing with enquiries quickly and efficiently to maximise conversions into bookings and answer/direct and queries effectively.
Responsibilities
1. Handling enquiries: Handle inbound and outbound calls with clients and hotels, regarding reservations, rates, availability, and other relevant information.
2. Responding to/Completing enquiries and Admin transactions: Monitor and respond to emails/admin tasks accordingly and within agreed service level agreements (SLA’s), consistently prioritising throughout the day.
3. Reservations Management: Assisting customers in making reservations for hotel rooms or attractions by providing options, checking availability, offering recommendations, and confirming bookings.
4. Customer Service: Providing excellent customer service by addressing customer queries, concerns, and complaints in a professional and timely manner. Ensuring customer satisfaction and resolving any issues that may arise and following the correct customer complaints process, ensuring supervisors are advised and the correct escalation procedure is followed.
5. Sales and Up-Selling: Identifying opportunities to upsell hotel rooms, packages, or additional services to customers, such as room upgrades, dining options, spa treatments, or attraction packages.
6. Reservation System Operations: Utilising reservation management systems or software to handle bookings, update customer information, manage availability, and generate reports.
7. Product Knowledge: Developing a strong understanding of the hotel's amenities, attractions, services, and nearby points of interest to provide accurate and relevant information to customers.
8. Payments and Billing: Assisting customers with payment processing, billing enquiries, and providing receipts or invoices when necessary. Ensuring accuracy in financial transactions.
9. Reservation Modifications and Cancellations: Assisting customers with changes to their reservations, including modifications, cancellations, or rebooking requests, while adhering to the hotel's policies and procedures.
10. Record Keeping: Maintaining proper documentation of reservations, customer interactions, and enquiries and updating all booking notes accordingly.
11. Stay Updated: Keeping up-to-date with hotel promotions, special offers, local events, and attractions to provide customers with relevant information and enhance their experience.
12. Measuring Performance: Work with management to meet required levels of calls, bookings and commissions (KPi’s), providing feedback on what’s going well and not so well.
13. Personal Development: Attend regular 1-1’s with your line manager, completing the necessary paperwork and attend available hotel familiarisation trips to ensure product knowledge remains current.
14. Flexibility: Support hotelshopUK by providing assistance to other departments as and when required.
Qualifications
1. GCSE English & Maths
2. Strong phone etiquette and communication skills are essential
3. At least 1 year's experience in a similar role
4. Commercial awareness
5. Proactive planning with a willingness to learn
6. Flexible in your approach and able to prioritise work
7. Enthusiastic self-starter with the ability to work on own initiative, well organised and have a positive attitude
If you are passionate about helping others and thrive in a fast-paced environment, we encourage you to apply for this exciting opportunity as a Customer Service Agent.
Job Type: Full-time
Pay: £23,816.00-£24,648.00 per year
Benefits:
1. Company pension
Schedule:
1. Monday to Friday
2. Weekend availability
Experience:
1. Customer Services: 1 year (required)
Work Location: In person
Reference ID: Customer Service Agent
#J-18808-Ljbffr