Customer Service Representative - Mandarin

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.

• 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 escalate 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.