Customer Service Representative - Mandarin
Core
Handle hotel and supplier queries, manage FIT bookings, and ensure closed sales in line with service levels and business targets.
Role type
Customer Service Associate (Mandarin)
Builds
Online booking platform conversions and closed sales
Domain
Travel / Hospitality
Deliverable
client delivery
Required skills
Booking management, alternative accommodation provision, customer response handling, system promotion, cross-team collaboration, system issue reporting, business retention, payments and mapping
Preferred skills
Advanced computer skills, strong analytical skills, problem-solving skills, ability to organize and prioritize tasks, ability to work under pressure, conflict-resolution skills, emotional intelligence
Technologies
Online booking platform
Responsibilities
Confirm bookings from allotment and free sale, clear pending and on-request bookings, close cancelled bookings, provide alternative accommodation for denied bookings, respond to customer phone and email requests within agreed service levels, promote the online booking platform, liaise with Sales and Product to resolve issues, report system errors to IT, follow up on mapping and payments
Seniority
Individual Contributor