Customer Service Specialist - Customer Experience

What you will do on your journey with WebBeds.

As a Customer Service Specialist - Customer Experience, you will manage post-booking queries from customers and travel partners, delivering support that is efficient, cost-effective, and customer-focused. You will investigate enquiries, resolve issues within agreed service standards, and maintain accurate case records across booking and back-office systems.

You will also liaise with hotel partners, negotiate cases involving losses, and keep customers and partners informed throughout the resolution process. By combining clear communication, sound judgement, and attention to detail, you will help deliver a consistent and positive customer experience.

In this role you will:

Key responsibilities

• Case management: Acknowledge, investigate, and resolve customer and partner enquiries within agreed service standards, escalating unresolved issues appropriately.
• System and record accuracy: Update booking platforms and back-office systems with complete records of emails, calls, actions, supporting documents, and financial details.
• Customer communication: Manage calls and written correspondence professionally, listen actively, ask relevant questions, and provide clear updates and feedback throughout each case.
• Partner liaison and negotiation: Work with hotel partners to investigate issues, negotiate cases where losses are attributable to them, and take appropriate action to mitigate financial impact.
• Problem resolution: Clarify issues, research available information, assess alternative solutions, implement the most appropriate response, and escalate when further support is required.
• Workload and time management: Prioritise multiple cases and administrative tasks, use available time and resources effectively, and meet deadlines in a changing operational environment.
• Data and loss reporting: Organise information logically, enter data accurately, maintain clear evidence of internally caused losses, and support ad hoc reporting when requested.
• Relationship and team support: Build constructive relationships with customers, suppliers, colleagues, and other departments, while contributing to shared team goals and supporting others when needed.
• Performance and development: Work towards agreed KPIs, contribute feedback in monthly meetings, and attend relevant presentations, workshops, and training.
• Additional responsibilities: Complete reasonable administrative duties, tasks, and projects requested by the Team Leader or department management to support business needs.

The skills we would love to see in your suitcase!

• Previous experience in a customer-facing role is required, and experience in the travel industry or a call centre environment is an advantage.
• Proficiency in Microsoft Windows applications, email, and internet tools, and the ability to learn and use internal platforms accurately.
• Strong verbal and written communication, interpersonal, negotiation, and relationship management skills.
• Sound research, analytical, and problem-solving skills, with accuracy and close attention to detail.
• Effective organisation and time management skills, with the ability to prioritise multiple activities, meet deadlines, and adapt to changing priorities.
• Ability to remain calm and professional in challenging situations, take ownership of decisions, and collaborate effectively with colleagues and partners.
• Fluency in spoken and written English is required, and proficiency in another European language is an advantage.