Customer Service Representative

As a Customer Service Associate, you will be the frontline contact for hotel and supplier queries, ensuring bookings are confirmed, issues are resolved, and customers receive the level of service WebBeds is known for. You will handle enquiries via phone and email, liaise with Sales, Product, and suppliers to close out issues efficiently, and play an active role in converting and retaining business through consistently high-quality service.

Responsibilities include but not limited to:

• Confirm and manage bookings from allotment and free sale, clearing pending and on-request bookings and ensuring supplier references are in place.

• Respond to customer queries via phone and email within agreed SLAs, providing accurate information and timely resolutions.

• Provide alternate accommodation for denied bookings, working proactively to minimise disruption for customers.

• Liaise with Sales, Product, and suppliers to resolve customer issues efficiently, escalating directly to hotels and suppliers when needed to close complaints.

• Identify and report system errors and limitations to your Supervisor and IT, ensuring issues are flagged and tracked for resolution.

• Retain and convert business by delivering a high level of customer service and promoting the WebBeds online system.

• Follow up on mapping and payments with the accounts department, ensuring booking-related financial processes are completed accurately.