Customer Service Representative - English

Webbeds APAC Pte. Ltd.; Jakarta Pusat; Sur place; IDR 200 880 000 - 357 120 000; Plein temps

Résumé du poste

WebBeds is seeking a Customer Service Associate - English based in Jakarta. You will turn hotel inquiries into closed sales, manage bookings, and resolve issues in collaboration with Sales, Product, IT and Accounts teams. You’ll keep clients happy, protect service levels and drive repeat business.

Qualified candidates bring experience in customer-facing roles, strong communication, and fluency in English. You will thrive in a fast-paced, team-oriented environment with a calm, solution-focused

Qualifications

• Experience in a customer-facing role.
• Excellent customer service skills.
• Fluency in spoken and written English.
• Strong communication and interpersonal skills.
• Ability to work collaboratively as part of a team.
• Advanced computer skills.

Responsabilités

• Booking confirmation: confirm bookings from allotment and framed free sale, and clear on-request bookings promptly.
• Booking management: clear pending bookings that do not have a supplier reference and close cancelled bookings accurately.
• Alternative accommodation: find and offer suitable alternative accommodation for denied bookings.
• Customer enquiries: respond to all customer phone and email requests within the agreed SLAs.
• Issue resolution: work with Sales and Product teams to resolve customer issues efficiently; contact hotels and suppliers directly for ongoing issues.
• System support: identify and resolve system errors and report them to the Supervisor and IT team.
• Platform promotion: promote the DOTW online booking system to customers.
• Customer retention: retain and convert business by delivering a high level of customer service.
• Accounts coordination: follow up on mapping and payments with the Accounts department.

Connaissances

Experience in customer-facing role

Excellent customer service skills

Fluency in English

Strong communication skills

Interpersonal skills

Team collaboration

Planning and organisational skills

Calm under pressure

Analytical and problem-solving

Emotional intelligence

Outils

CRM systems

MS Office

Description du poste

What you will do on your journey with WebBeds.

As a Customer Service Associate - English, you will handle queries from hotels, suppliers and customers that come into the Customer Service team. You will turn FIT bookings into closed sales while meeting agreed service levels, business targets and standard operating procedures. You will be the main point of contact for resolving booking issues. You will work with colleagues across Sales, Product, IT and Accounts, as well as with hotels and suppliers. This role suits someone who is organised and calm under pressure, with a real passion for great customer service. You will help keep our clients happy and grow repeat business.

In this role you will:

• Booking confirmation: confirm bookings from allotment and framed free sale, and clear on-request bookings promptly.
• Booking management: clear pending bookings that do not have a supplier reference and close cancelled bookings accurately.
• Alternative accommodation: find and offer suitable alternative accommodation for denied bookings.
• Customer enquiries: respond to all customer phone and email requests within the agreed SLAs.
• Issue resolution: work with the Sales and Product teams to resolve customer issues efficiently. For ongoing issues, contact hotels and suppliers directly to close complaints.
• System support: identify and resolve system errors and limitations, and report them to the Supervisor and IT team.
• Platform promotion: promote the DOTW online booking system to customers.
• Customer retention: retain and convert business by delivering a high level of customer service.
• Accounts coordination: follow up on mapping and payments with the Accounts department.

The skills we would love to see in your suitcase!

• Experience in a customer-facing role.
• Advanced computer skills.
• Strong analytical and problem-solving skills.
• Excellent customer service skills.
• Strong communication and interpersonal skills.
• Ability to work collaboratively as part of a team.
• Strong planning and organisational skills, with the ability to prioritise tasks, manage multiple activities and meet tight deadlines while working under pressure.
• Ability to adapt to a changing environment, with strong conflict resolution skills.
• High level of emotional intelligence, with a calm, positive and solution-focused approach.
• Fluency in spoken and written English.

Web Travel Group is a global B2B organisation servicing the travel industry, connecting hotels and other travel sellers to a diverse network of travel buyers all over the world through our trade only digital travel marketplace brand –WebBeds. WebBeds provides powerful distribution solutions that make selling and buying travel easier. WebBeds connects hotels to sell rooms with travel buyers looking to find rooms for their customers, the travelling public. WebBeds partners are supported through a truly global footprint, we have a team of 2,000+ people in 120+ cites across 50+ countries speaking 50+ languages - all focused on ensuring WebBeds delivers value, choice, expertise and an unrivalled level of service. Hotels and other suppliers - global and regional hotel chains, independent hotels, apartments, resorts, attractions, transfer and sightseeing companies and more - can sell their products through WebBeds by connecting to a global network of online and offline travel buyers through cutting edge solutions that provide greater inventory control to simplify distribution, and leverage WebBeds enhanced analytics to inform inventory optimisation choices – saving costs and increasing revenue. Travel buyers - online travel agencies, retail travel agents, corporate travel managers, tour operators, wholesalers, tourism boards, super apps, DMC’s, group providers, airlines and more - can integrate the hundreds of thousands of hotels and ground services in the WebBeds marketplace through simple and seamless API connectivity, or they cansearch, shop and book online through one of WebBeds trade only booking sites.