Customer Service Representative - Mandarin

WebBeds Services Inc.; Mandaluyong; On-site; PHP 240,000 - 360,000; Full time

Job summary

WebBeds Services Inc. is seeking a Customer Service Representative - Mandarin in Mandaluyong, Metro Manila.

You will manage hotel, supplier, client, and partner enquiries while supporting FIT bookings through to resolution and closed sales, providing accurate Mandarin and English service within SOPs, and collaborating with internal teams. You will respond to enquiries, resolve issues, and promote the WebBeds online booking system while ensuring high quality customer service and timely escalation

Qualifications

• Experience in a customer-facing service role.
• Fluency in Mandarin and English (spoken and written).
• Strong communication, analytical and problem-solving skills.

Responsibilities

• Booking confirmation from allotment and inventory following SOPs.
• Resolve pending and on-request bookings to support timely confirmation.
• Close cancelled bookings and keep records updated.
• Source alternative accommodation when bookings are denied.
• Respond to customer enquiries via phone and email in Mandarin or English.
• Liaise with Sales, Product, hotels and suppliers to resolve issues.

Skills

Mandarin fluency

English fluency

Customer service

Tools

CRM systems

Job description

What you will do on your journey with WebBeds. As a Customer Service Representative - Mandarin, you will manage hotel, supplier, client, and partner enquiries while supporting FIT bookings through to resolution and closed sales. You will provide accurate service in Mandarin and English, work within agreed service levels and operational procedures, and collaborate with internal teams and external partners to resolve booking issues efficiently.

In this role you will: Key responsibilities

• Booking confirmation: Confirm bookings from allotment and framed free-sale inventory in line with standard operating procedures.
• Pending booking resolution: Clear pending and on-request bookings, including bookings without a supplier reference, to support timely confirmation.
• Cancellation management: Close cancelled bookings accurately and ensure booking records are updated promptly.
• Alternative accommodation: Source and coordinate suitable accommodation alternatives when a booking is denied.
• Customer communication: Respond to customer phone and email enquiries within agreed service levels, providing clear and accurate information in Mandarin or English as required.
• Issue resolution: Liaise with Sales, Product, hotels, and suppliers to resolve customer issues and bring ongoing complaints to closure efficiently.
• System support: Identify system errors and limitations, resolve issues within role scope, and elevate recurring or complex matters to the Team Leader and IT.
• Customer retention: Deliver a consistently high standard of service that supports customer retention and converts viable enquiries into confirmed business.
• Platform adoption: Promote effective use of the WebBeds online booking system when supporting customers and partners.
• Cross-functional follow-up: Coordinate with the Accounts team on booking mapping and payment matters, maintaining clear ownership through to resolution.

The skills we would love to see in your suitcase!

• Experience working in a customer-facing service role.
• Advanced computer skills and the ability to identify, analyse, and report system issues.
• Strong communication, interpersonal, conflict resolution, analytical, problem-solving, teamwork, planning, and organisational skills, with the ability to prioritise multiple activities and meet deadlines.
• Fluency in spoken and written Mandarin and English.
• Flexibility to work a rotating onsite schedule, including morning, mid, or night shifts, weekends, and public holidays, based on business needs.

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.