What you will do on your journey with WebBeds.

As a Customer Experience Consultant, you will play a crucial role in delivering exceptional service within our Customer Services team. This role is focused on managing and resolving past booking inquiries from our customers and partners, ensuring that issues are handled in a timely, efficient, and customer-oriented manner. Based in Targu Mures, Romania, you will work towards enhancing customer satisfaction by maintaining high service standards and building strong relationships with both customers and hotel partners.

In this role you will:

As a Customer Experience Consultant, you will be responsible for acknowledging and investigating all customer queries in an efficient and timely manner. Your role will include liaising with hotel partners to resolve issues, updating booking systems with relevant details, and maintaining consistent communication with customers regarding their case progress. Your contribution will directly impact customer satisfaction and retention by ensuring that issues are resolved promptly and in line with company standards.

Key Responsibilities.

• Acknowledge and respond to inquiries within service standard requirements.
• Investigate and resolve customer requests in a timely and effective manner.
• Collaborate with hotel partners to resolve inquiries and ensure customer satisfaction.
• Update booking platforms and back-office systems with communication, actions taken, and relevant documents.
• Follow up with customers and keep them informed of case progress.
• Negotiate with hotel partners where necessary to recover losses.
• Build and maintain relationships with both customers and hotel partners.
• Follow customer experience procedures to ensure the highest level of service.
• Attend meetings, workshops, and collaborate with other departments as needed.
• Assist with targets, escalated cases, and task distribution.

The skills we would love to see in your suitcase.

• Experience in a customer-facing role (required).
• Fluency in spoken and written English (required).
• Proficiency in at least one other European language (preferable).
• Accuracy and attention to detail.
• Strong communication, interpersonal, and relationship management skills.
• Ability to negotiate, influence, and resolve issues effectively.
• Strong analytical and problem-solving abilities.
• Ability to organize, prioritize tasks, and meet deadlines in a fast-paced environment.
• Ability to work under pressure and take ownership of tasks.
• Initiative and customer-orientation.
• Openness to changes and adapting to new tasks and procedures.
• Experience in the travel industry and/or call center experience.