What you will do on your journey with WebBeds.

As an Operations Account Manager at WebBeds, you will serve as the key contact for managing internal and external escalations related to major accounts and critical situations. Reporting to the Head of Global Operations Account Management, your primary responsibility will be to manage a portfolio of select clients, enhancing service and relationships. You will act as the voice of the customer within the Customer Service Organization and collaborate closely with both BAU Customer Service teams and commercial teams across WebBeds.

In this role you will:

In this role, you will manage a portfolio of key clients, ensuring timely and effective resolutions to ongoing issues by collaborating with internal and external stakeholders. You will work with BAU Customer Services and partners to address escalations and close complex customer service issues. Monitoring operational issues and gathering feedback from commercial teams will be key responsibilities, as well as leading initiatives to implement solutions. You will provide feedback on service issues to relevant teams, connect with department heads to discuss common issues, and ensure a thorough understanding of Customer Service Department processes. Timely resolution and reporting of escalations are critical, alongside supporting Customer Service Surveys and executing related initiatives. You will conduct service reviews, identify process improvements, and support projects focused on process and technology enhancements. Building and maintaining a knowledge management database for assigned customers will also be part of your role.

Key Responsibilities.

• Manage a portfolio of key clients, addressing ongoing issues and supporting solutions with internal and external stakeholders.
• Collaborate with BAU Customer Services and partners to resolve escalations and close complex customer service issues.
• Monitor and report on operational issues proactively.
• Gather feedback from WebBeds commercial teams and lead initiatives to implement solutions.
• Provide feedback on service issues to customer service and commercial teams.
• Discuss escalations, common issues, and solutions with BAU Department Heads.
• Ensure a thorough understanding of Customer Service Department Processes and guide commercial teams as needed.
• Resolve escalations related to key accounts and report back to the commercial team in a timely manner.
• Support Customer Service Surveys, gather results, and execute related initiatives.
• Conduct regular service reviews, showcasing performance and identifying risks or improvements.
• Identify potential process improvements and support the Customer Operations Leadership Team.
• Support projects focused on process reviews/changes and technology enhancements.
• Build and maintain a knowledge management database for assigned customers and processes.

The skills we would love to see in your suitcase.

• Extensive travel industry experience, preferably in Customer Service and Sales.
• Contact Centre experience.
• Excellent communication and stakeholder management skills.
• Project management skills highly desirable.
• Advanced Microsoft Office skills.
• Fluent in written and spoken English; additional languages highly desirable.
• Strong communication and interpersonal skills.
• Strong negotiating and influencing abilities.
• Highly organized with the capability to manage multiple activities and projects.
• Strong analytical and problem-solving skills.
• Ability to work under pressure and meet tight deadlines.
• Willingness to take ownership of decisions and follow through to conclusion.
• Customer-focused with a proactive approach.
• Willingness to travel.
• Comfortable being the voice of the customer.