What you will do on your journey with WebBeds.

As a Customer Experience Consultant at WebBeds, you will play a pivotal role in ensuring the delivery of world-class service to our clients and partners across global markets. This position is integral to maintaining the integrity of our customer and partner relationships, handling all post-booking enquiries with professionalism, efficiency, and empathy. You will work within a collaborative and fast-paced environment, driving timely resolutions and ensuring a seamless customer journey while adhering to service-level agreements and internal processes.

In this role you will:

Act as a key liaison between customers, hotel partners, and internal teams. Your primary responsibility will be to ensure that all post-booking issues are investigated and resolved in a timely and efficient manner, in accordance with WebBeds’ service standards. You will maintain accurate records, provide updates to customers, and contribute to the continuous improvement of operational procedures, all while delivering an exceptional service experience.

Key Responsibilities.

• Acknowledge and respond to all customer and partner enquiries within defined service level agreements.
• Investigate and resolve post-booking issues with a focus on efficiency, accuracy, and customer satisfaction.
• Provide case resolutions in alignment with internal SLAs and quality standards.
• Liaise with hotel partners to gather information, negotiate solutions, and recover losses when appropriate.
• Update booking and back-office systems with relevant communications, documentation, and financial details.
• Maintain clear and proactive communication with customers throughout the resolution process.
• Support the integrity of internal processes by accurately completing loss reports and adhering to procedures.
• Participate in training sessions, workshops, and team meetings to stay informed of business updates and process changes.
• Contribute to team goals by supporting peers, sharing best practices, and managing escalated cases as needed.
• Deliver administrative support and distribute tasks as assigned by the Team Leader or Department Head.

The skills we would love to see in your suitcase.

• Experience in a customer-facing role, preferably within a contact center or travel-related environment.
• Fluency in written and spoken English.
• Strong communication and interpersonal skills with the ability to manage client relationships.
• Excellent problem-solving abilities and a proactive mindset.
• High level of attention to detail, accuracy, and research capabilities.
• Ability to prioritize and manage multiple cases under tight deadlines.
• Strong organizational and planning skills.
• Comfortable working under pressure and in a dynamic, fast-paced environment.
• Demonstrated initiative and ownership in achieving outcomes.
• Familiarity with CRM systems or travel booking platforms is a plus.