Customer Service Specialist - Partner Support

What you will do on your journey with WebBeds.

As a Customer Service Specialist, you will manage enquiries, complaints, and issues from clients and partners, both internal and external, keeping customer satisfaction at the core of every interaction.

You will handle requests via phone and email, resolve problems with a clear and calm approach, and work closely with teams across the business to ensure our partners and customers receive the responsive, high-quality support that WebBeds is built on.

In this role you will:

Key responsibilities

• Relationship and interaction management: Manage customer and partner interactions via phone and email, building relationships by listening actively, asking the right questions, and providing timely updates and feedback.
• Escalation research and resolution: Resolve problems and escalations by clarifying issues, researching answers, exploring alternatives, and implementing solutions, escalating unresolved problems when needed.
• Crisis composure and adaptability: Handle changing situations with composure, maintaining a calm and professional approach when emotions or complexity escalate, and managing stress effectively.
• Task prioritization and multitasking: Multitask across priorities, managing multiple assignments simultaneously while ensuring quality and accuracy in every interaction.
• Service standard and SLA compliance: Acknowledge all enquiries and requests within specified service standard requirements, ensuring nothing falls through the cracks.
• Data integrity and organization: Organise information and data, maintaining logical, accessible file systems and inputting data accurately into systems and documentation.
• Internal loss tracking: Track and report losses that occur due to internal reasons, keeping clear evidence and escalating to management as required.
• Team collaboration and peer guidance: Support and guide colleagues, offering help to coworkers and contributing to team task accomplishment and a positive working environment.

The skills we would love to see in your suitcase!

• Experience working in a customer-facing role (required). Travel industry and/or call centre experience is desirable.
• Fluency in spoken and written English (required). Additional languages are a plus.
• Strong communication, interpersonal, and client relationship management skills.
• Good negotiating and influencing skills.
• Accuracy, research skills, and attention to detail.
• Ability to anticipate and solve problems with a proactive, can-do approach.
• Team working skills with stamina and persistence.
• Ability to organise and plan effectively, prioritise tasks, and manage multiple activities under pressure.
• Willingness and ability to take ownership for decisions and show initiative to achieve the best result.
• Comfortable with Windows applications, email, internet, and learning internal systems.