Customer Service Representative - Mandarin
Core
Manage hotel, supplier, client, and partner enquiries while supporting FIT bookings through to resolution and closed sales.
Role type
Customer Service Representative
Builds
Confirmed hotel bookings and resolved customer issues
Domain
Travel / Hospitality
Required skills
Booking confirmation, pending booking resolution, cancellation management, alternative accommodation sourcing, customer communication, issue resolution, system support, customer retention, platform adoption, cross-functional follow-up
Preferred skills
Advanced computer skills, system issue identification and reporting, conflict resolution, analytical skills, problem-solving, planning, organizational skills, prioritization
Technologies
WebBeds online booking system
Responsibilities
Confirm bookings from allotment and framed free-sale inventory; Clear pending and on-request bookings; Close cancelled bookings accurately; Source and coordinate suitable accommodation alternatives; Respond to customer phone and email enquiries; Liaise with Sales, Product, hotels, and suppliers to resolve customer issues; Identify system errors and limitations; Deliver high standard of service to support customer retention; Promote effective use of the WebBeds online booking system; Coordinate with the Accounts team on booking mapping and payment matters
Seniority
Individual Contributor