Operation Executive (Customer Service Associate)

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 organisation
• We have 1500+ people speaking 50+ languages in 120+ cites across 50+ countries
• We partner with over 430,000 properties in more than 15,000 destinations
• We work with more than 44,000 travel companies in 139 source markets
• We have an amazing Technology team focused on delivering valuable outcomes using innovative tech and creative & lateral thinking

As a Operation Executive at WebBeds, you will play a crucial role in delivering outstanding customer support to our clients. Your excellent communication skills, problem-solving abilities and out-of-the-box thinking will enable you to deliver excellence.

Your focus on customer satisfaction will contribute to maintaining positive relationships with our valued clients. Your strong interpersonal skills, teamwork mindset, result-driven approach, and organizational abilities will ensure effective collaboration and efficient service delivery.

Key Responsibilities:

• Provide exceptional customer service to travel agent clients, addressing their inquiries, resolving issues, and providing accurate information.
• Handle client cases, including booking confirmations, amendments, and issue resolution, using problem- solving skills and out-of-the-box thinking to find effective solutions.
• Build rapport with clients, establishing trust and understanding to better meet their needs and enhance the customer experience.
• Utilize various communication channels such as phone, email, and chat to promptly and professionally respond to client inquiries.
• Collaborate with team members and other departments within WebBeds to ensure seamless coordination and effective problem-solving for clients.
• Utilize company systems and tools to access and update client information, bookings, and related documentation accurately.
• Follow established processes and procedures to meet service level agreements and maintain high-quality customer service standards.
• Demonstrate strong interpersonal skills to build positive relationships with clients and colleagues.
• Communicate effectively and clearly, both verbally and in writing, to convey information and instructions accurately.
• Work collaboratively with team members to achieve common goals and deliver exceptional customer service.
• Demonstrate a result-driven approach, consistently meeting or exceeding performance targets and contributing to team success.
• Plan and organize work effectively to manage multiple tasks, prioritize responsibilities, and meet deadlines.
• Exhibit excellent time management skills to ensure efficient use of resources and timely resolution of client issues.
• Utilize negotiation skills when interacting with clients, suppliers, or other stakeholders to achieve mutually beneficial outcomes.

The skills we would like to see in your suitcase:

• Customer Satisfaction Score (CSAT): Regularly monitor and strive to maintain high CSAT scores through exceptional customer service interactions.
• Response Time: Aim to respond promptly to customer inquiries and issues, minimizing wait times and ensuring timely resolution.
• First Contact Resolution (FCR) Rate: Strive to resolve customer issues on the first contact, minimizing the need for follow-up interactions and enhancing efficiency.
• Quality Assurance Metrics: Adhere to quality assurance standards and metrics, ensuring that all customer interactions meet or exceed established benchmarks for service quality.
• Call Handling Metrics: Maintain optimal call handling metrics, including average handling time (AHT) and adherence to call scripts and protocols.
• Productivity and Efficiency: Demonstrate high levels of productivity and efficiency in managing customer inquiries and tasks, maximizing the number of cases resolved per hour or shift.
• Attendance and Punctuality: Maintain excellent attendance and punctuality records, ensuring consistent availability to assist customers during scheduled shifts.
• Feedback and Improvement: Actively seek feedback from customers and supervisors, using insights to continuously improve service delivery and personal performance.
• Knowledge Base Utilization: Effectively utilize internal knowledge bases and resources to provide accurate and timely assistance to customers, minimizing escalations and callbacks.
• Cross-Functional Collaboration: Collaborate with other teams and departments as needed to address customer inquiries or escalate issues, fostering a culture of teamwork and cooperation.

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.

Dynamic environment with the chance to grow, influence & impact change Disruptive, fast-growing market leader within travel & endless possibilities Culture built on collaboration empowerment and innovation

Find out more about the WebBeds business at www.webbeds.com - #LI-Hybrid