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As a Customer Service Associate (Mandarin), you will handle hotel and supplier queries and other requests received by the Customer Service team, ensuring FIT bookings are converted to closed sales in line with agreed service levels, business targets, and standard operating procedures. You will support clients and partners whose enquiries can be handled in Mandarin or English, delivering accurate information and maintaining professional communication standards throughout.
This role is ideally suited to someone who thrives in a fast-paced environment, enjoys resolving customer issues efficiently, and is committed to delivering an excellent service experience.
Key responsibilities
Booking management: Confirm bookings from allotment and framed free sale, clear pending and on-request bookings, and close cancelled bookings.
Alternative accommodation: Provide alternative accommodation for denied bookings.
Customer response: Respond within agreed service levels to all customer phone and email requests.
System promotion: Promote the online booking platform to customers.
Cross-team collaboration: Liaise with Sales and Product to resolve customer issues efficiently, escalating directly to hotels and suppliers where needed to close complaints.
System issue reporting: Identify system errors and limitations and report them to the Supervisor and IT team.
Business retention: Retain and convert business by delivering a high level of customer service.
Payments and mapping: Follow up on mapping and payments with the accounts department.
Experience working in a customer-facing role (required).
Advanced computer skills.
Strong analytical skills.
Strong communication and interpersonal skills.
Problem-solving skills, with the ability to identify and resolve system errors and customer issues.
Team-working skills.
Ability to organise, plan, and prioritise tasks to manage multiple activities and meet deadlines.
Ability to work under pressure and to tight deadlines.
Ability to work in a changing environment, with strong conflict-resolution skills.
High level of emotional intelligence, maintaining an even temperament and a can-do attitude.
Fluency in spoken and written English and Mandarin (required).
Willingness to work a rotating shift schedule, including morning, mid, and night shifts, as well as weekends and holidays.
Availability to work fully on-site, as work-from-home arrangements are not supported for this role.
Your journey with WebBeds could still be just beginning. Join our Talent Community to stay connected and be the first to hear about new opportunities as they arise.
Join our Talent Community
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Empower our people to deliver exceptional value through integrity, respect and relentless curiosity - challenging conventions, embracing change and working together to create superior outcomes for our customers.