Customer Experience Specialist

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 Webjet Limited (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.

Job Purpose:

Working as part of one of our Specialist Functions within the Customer Services Team this role is focused on handling all past booking queries from our customers and partners. A Customer Experience Consultant should be able to provide support in an effective, cost efficient and customer orientated way ensuring excellent customer service is always delivered.

Key Responsibilities:

• Acknowledge all enquires received within specified service standard requirements.
• Ensure that all requests received are investigated and a conclusion is reached within specified service standard requirements.
• Provide resolutions to cases in an effective and timely manner, maintaining a high level of service.
• Provide resolutions to cases as requested by the companies SLA
• Liaise with hotel partners to resolve all allocated enquiries.
• Update the various booking platforms with email communication, actions taken, relevant documents received, and financial details.
• Update the different back-office systems with email communication, phone communication, actions taken, relevant documents received, and financial details.
• Ensure that customers are updated with the progress made, within specified service standard requirements.
• Follow up and negotiate with hotel partners where losses have been incurred and fault can be attributed to them.
• Accurately fill in the loss report when this is required
• Maintain, improve, and build on relationships with existing/new partners (clients and hotel partners).
• Always follow the Customer experience procedures.
• Always deliver the highest level of customer service.
• Deal with the general administrative duties attached to the role. 
• Attend presentations and workshops as requested
• Achieve targets and assist with escalated cases
• Prepare for your monthly meetings and provide relevant topics for each meeting 
• To offer general support to the other team members and to other departments if needed • Maintain and build on relationships with existing customers, and suppliers and build new relationships with customers and suppliers 
• Task distribution 
• Any other reasonable requests from the Customer Care Team Leader or the department Head.

Key Measures:

• Monthly KPI’s and scorecards
• QA scores
• Revalida Quarterly knowledge testing 

Job Qualifications:

• Experience working in a customer facing role (required)
• Fluency in spoken and written English (required)
• One other European language (preferable)
• Accuracy, research skills and attention to detail.
• Stamina and persistence.
• Strong communication, interpersonal and client relationship management skills.
• Strong negotiating and influencing skills.
• Strong analytical skills.
• Problem solving abilities.
• Team working skills.
• Ability to organise and plan effectively and to prioritise tasks to manage multiple activities and meet deadlines.
• Ability to work under pressure and to tight deadlines.
• Willingness and ability to take ownership for decisions.
• Initiative to achieve the best result.
• Ability to follow through to a conclusion all tasks dealt with.
• Customer orientated.
• Ability to organise and plan effectively and to prioritise tasks to manage multiple activities and meet deadlines
• Always be open to changes in your day-to-day tasks and procedures
• Amenable to work in Mandaluyong City
• ONSITE work set up