Customer Service Representative - English
Description
What you will do on your journey with WebBeds.
As a Customer Service Representative (Level 1), you will play a crucial role in delivering outstanding support to our internal and external clients. You will handle enquiries, resolve issues, provide accurate information, and help maintain positive relationships with our valued partners across written and spoken communication channels.
This role is ideal for someone who is customer-focused, organised, and confident working in a fast-paced environment. Your communication skills, attention to detail, problem-solving ability, and teamwork mindset will help you deliver excellent service while contributing to the wider success of WebBeds.
In this role you will
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Key responsibilities
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Deliver exceptional customer service: Support WebBeds partners by addressing enquiries, resolving issues, and providing accurate , helpful information.
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Manage client, hotel, and supplier queries: Handle booking confirmations, amendments, and issue resolution, using strong problem-solving skills to find effective solutions.
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Build trusted professional relationships: Understand client needs and enhance the overall customer experience.
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Respond through official communication channels: Handle phone, email, and, where applicable, chat interactions promptly, professionally, and clearly.
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Use systems, tools, and resources effectively: Research, troubleshoot, and resolve customer queries, escalating when required .
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Identify root causes and apply solutions: Listen actively, ask relevant questions, and think critically.
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Navigate multiple priorities accurately and efficiently: Maintain productivity while minimising impact on hourly or daily output.
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Collaborate across teams and departments: Ensure seamless coordination, effective problem-solving, and consistent service delivery.
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Maintain accurate records and customer information: Update systems and documentation in line with internal policies, procedures, and service level agreements.
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Remain flexible and adaptable: Manage changing priorities, ad-hoc tasks, offline or system-generated work, and additional projects as required by the line manager.
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The skills we would love to see in your suitcase!
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Previous experience in a customer service or customer-facing role (required); travel industry and/or call centre experience is desirable.
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Proficiency in relevant computer applications, software, and company systems used to access and update customer information.
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Strong problem-solving and attention to detail, with the ability to think creatively, anticipate issues, research thoroughly, and deliver accurate solutions.
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Excellent verbal and written communication skills, with a strong focus on active listening and empathy.
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Organisation and time management, with the ability to prioritise tasks, manage multiple responsibilities, and meet deadlines in a fast-paced environment.
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Flexibility and adaptability, comfortable with changing priorities, evolving business needs, and a shifting schedule.
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Resilience and professionalism, with the ability to work under pressure while remaining calm and focused.
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Teamwork and collaboration, working effectively with colleagues and other departments to deliver exceptional service.
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Customer-focused mindset, with a genuine desire to support a variety of clients and help them achieve their goals.
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Results orientation, with a commitment to meeting or exceeding performance targets and contributing to team success.
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Proficient English, both written and spoken.