Customer Service Representative at HotelOnline

Customer Service Representative at HotelOnline – HotelOnline Kenya Job Details

• As a Customer Service Representative at HotelOnline, youll be the face of our company and the first point of contact for both our valued guests and hotel partners. Youll play a critical role in ensuring their satisfaction and loyalty, and will have the opportunity to make a real impact on their experience.

Key Responsibilities;

• Provide lightning-fast responses to customer inquiries via phone, email, and chat
• Handle customer complaints and resolve issues with ease, always exceeding their expectations
• Keep detailed records of customer interactions and transactions to ensure a seamless experience
• Quickly identify and escalate priority issues to the appropriate department or manager
• Continuously provide feedback to management on customer service processes and suggest improvements
• Stay ahead of the game by staying up-to-date with company products, services, and policies
• Meet and exceed performance metrics, such as response time and customer satisfaction scores
• Processing and communicating bookings to hotel partners
• Supporting Hotel Partners on any issues they might be experiencing with hotel software or guests
• Share potential leads to relevant departments to help drive business growth

Requirements

• Ability to learn fast and multi-task
• Customer service experience, with a background in the hotel or travel industry a plus
• Excellent communication skills that are both written and verbal
• Ability to handle even the toughest customer situations with empathy and professionalism
• Strong problem-solving skills and a keen attention to detail
• Ability to work independently and as part of a team
• Bonus points for additional languages such as French