Customer Service Specialist - In Resort Spanish Speaker

Who are WebBeds

WebBeds is the fastest growing and most significant accommodation supplier to the travel industry. We are a global company offering ground services (hotels transfers tours activities) to travel professionals. Our products help our partners and customers to create amazing Travel experiences.

Our Products range from a Retail Online platform Integration Connectivity hub and distribution APIs to name but a few and our systems are 100 cloud hosted processing up to 5.0bn search requests daily. We deliver amazing outcomes using leading edge technology through innovative and creative thinking.

WebBeds is a subsidiary of Webjet Limited (ASX: WEB) an ASX 200 listed company operating a global digital travel business.

What makes us stand out

• We are a wholesale global travel organisation
• We have 1500 people speaking 50 languages in 120 cites across 50 countries
• We partner with over 430000 properties in more than 15000 destinations
• We work with more than 44000 travel companies in 139 source markets
• We have an amazing Technology team focused on delivering valuable outcomes using innovative tech and creative & lateral thinking

Job Purpose:

Working as part of one of our Specialist Functions within the Customer Services Team this role is focused on handling all In-resort queries from our customers and partners. When our clients experience issues on arrival at a hotel this team will be the dedicated point of contact.

A In-resort Specialists should be able to provide support in an effective professional cost efficient yet customer orientated way ensuring excellent customer service is always delivered.

A In-resort Specialist should have strong analytical skills be dynamic in their thinking and action and show strong negotiation skills.

Key Responsibilities:

• Control calls through effective communication technique (call management).
• Resolve complex problems by clarifying issues identifying root causes by asking appropriate questions researching and exploring alternatives implementing solutions and escalating unresolved problems to leadership if help is needed to address them.
• Provide suitable alternatives when needed and offer detailed information to customers and agents.
• Calmly manage high stress situations in a professional and compassionate way.
• Manage multiple priorities simultaneously (e.g. Receive client information over the phone while inputting or searching data on the system).
• Maintain constant communication with internal teams partners clients and suppliers providing regular feedback and on time updates.
• Negotiate effectively. Proactive negotiation of booking disputes with suppliers or hotels as required to obtain the best possible outcome for our clients and the company.
• Organize information and data by assembling and maintaining data in a logical way that can be accessed by you or others at any given time.
• Keep clear evidence of losses occurred and report to management and through the provided channels (completion of the loss report).
• Be able to work effectively with others and contribute to your team offer general support and guidance to co-workers and to other departments within WebBeds if needed.
• Liaise with hotel partners to resolve all allocated enquiries.
• Follow up and negotiate with hotel partners where losses have been incurred and fault can be attributed to them.
• Update the various booking platforms and back-office systems with email & phone communications actions taken relevant documents received and financial details.
• Acknowledge all enquires received within specified service standard requirements and ensure that all requests received are investigated and a conclusion is reached within specified SLAs.
• Provide updates and resolutions to clients partners suppliers and colleagues in an effective and timely manner maintaining a high level of service.
• Maintain improve and build on relationships with existing/new partners (clients suppliers and hotel partners).
• Always deliver the highest level of customer service.
• Attend presentations and workshops as requested.

Key Measures:

• Monthly KPIs and scorecards.
• Revalida Quarterly knowledge testing.
• QA scores.

Job Qualifications:

• Experience working in a customer facing role (required).
• Fluency in spoken and written English and Spanish (required).
• Demonstrate a capability to work in a changing environment and show strong conflict resolution skills.
• Demonstrate a high level of emotional intelligence keeping an even temperament and can-do attitude.
• Strong communication and interpersonal skills.
• Advanced computer skills.
• Strong analytical skills.
• Team working skills.
• Ability to organise and plan effectively and to prioritise tasks to manage multiple activities and meet deadlines.
• Ability to work under pressure and to tight deadlines.

Why choose us as your next destination

We are super proud of our dedicated team of friendly energetic & passionate professionals. Our people are key to the success of our business & everybody at WebBeds has their own unique role to play as we continue to drive the company forward.

Over 50 different languages are spoken by our workforce but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support.

• International highly skilled group of experts from all around the globe
• Dynamic environment with the chance to grow influence & impact change
• Disruptive fast-growing market leader within travel & endless possibilities
• Culture built on collaboration empowerment and innovation

Find out more about the WebBeds business at - #LI-Hybrid