Customer Care Executive - Operations
Hotelbeds DMCC
Total des années d'expérience :10 years, 1 Mois
• Handled bookings online and attended incoming calls or email inquiries from clients, travel agents, supplier via multiple channels according to company procedures.
• Provided total operational support for clients following service level agreements using CRM systems available (Salesforce).
• Checked and understands hotel contracts in order to effectively communicate to the clients in order to provide the best solutions.
• Liaising with Contracting department to find out latest and valid offers
• Recorded client interactions into the system and ensure all details are accurate using all available company tools.
• Assisted clients on the spot issues and relocations, offered alternative accommodation as quick as possible as well as provide appropriate compensation according to company guidelines.
• Effectively communicate with 3rd party suppliers and hotels in order to possibly get refunds or completely waive the charges as per the client’s request.
• Made sure day to day targets are reached set by the supervisor.
Key Accomplishments:
• Self-taught in the company’s new system (Atlas 2.0) and eventually trained the team and became point of contact for any complex booking scenarios.
• Handled post travel complaints.
• Provided excellent customer service when dealing with clients request either through calls or emails.
• Check and understands hotel contracts in order to effectively communicate and offer clients the best product.
• Liaising with contracting department to find out latest and valid offers.
• Competent knowledge of all relevant in-house systems and procedures.
• Manage daily customer accommodation and transfer bookings that are already booked in the system.
• Answer incoming calls politely with maximum tolerance.
• Create travel arrangements whether online or offline.
• Coordinate with suppliers or hotels to reconfirm, amend, cancel or even possible refunds.
• Liaise with internal departments like Sourcing or Sales whenever necessary to clarify booking conditions.
• Changing online bookings to offline and apply company own contracted rates whenever possible to increase the revenue.
• Create online or offline bookings on behalf of the clients with their written approval.
• Reconfirm bookings in advance to avoid issues upon arrival of the guests.
• Provides emergency support on call after office hours.
• Request and negotiate hotel rates across and ensure rate competitiveness.
• Respond to any inquiries through calls and emails from Tour Operators.
• Check and understand hotel contracts to determine the best offer.
• Supported all departments regarding system issues.
• Translate hotel contracts into our own tariff sheets so each department can understand.
• Monitor allocations and communicate with hotel for top-ups when necessary.
• Upload hotel contracts and special offers into the online systems such as; Sunhotels, and Tropo.
• Import new rates and manage mark-ups depending on the market to ensure revenue.
• Analyses and gather all departments’ system requirements to inform and report to system developers.
Key Accomplishment:
• B2B Online System Key User
• Tasked to train everyone in the office with the new system
• Set-up troubleshoots LAN and computer systems.
• Initiate “Start of the Day” (SOD) as well as “End of Day” (EOD) within mall premises.
• Monitor and maintains company database.
• Set-up peripheral devices like printers and other communications and network equipment’s.
• Troubleshoots system hardware and software failures.
• Performs system back-ups and distribute outputs.
Key Accomplishment:
• Working Student
• Build and ramp up link building process while strictly following company guidelines.
• Promote web pages to various channels.
• Provides Internet Marketing Services.
• Ensure all duties are done on time.
• Assure targets are reached on a daily basis.
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