Customer Service Representative - English

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.

• 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.

• 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.