北京招聘

职位描述：

SUMMARY:

The Customer Care Agent is responsible to provide booking handling services to a select number of clients, who are travel agencies and tour operators.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. For an assigned number of agency clients, handle their daily hotel booking requests, enquiries and questions in a timely manner, and according to company procedures and service quality standards.
2. Respond to all client email enquiries, introduce all booking requests into online system and ensure all intermediate statuses are properly handled within the time objective of 2 working days.
3. Ensure client payment collection is done in a timely manner according to pre-defined processes; coordinate with Finance and other internal departments if needed, to solve any client invoicing disputes.
4. Ensure all disputes, complaints and incidents of assigned clients are resolved timely and satisfactorily.
5. Maintain good working relationship with assigned clients; provide timely feedback to management on client requirements, complaints, and business potential, and improvement suggestions.
6. Organize all working emails, files, preferred hotel lists, etc, related to assigned clients, as per company policy, in the email-boxes and share folders.
7. Apart from the pre-assigned clients, customer care agents are expected to cover for other agents if they are out of duty, as per department manager's guidelines and scheduling.

QUALIFICATIONS

• Native Chinese (Mandarin) with good knowledge in English.
• Good interpersonal and communication skills.
• High degree of customer service consciousness.
• Self-motivated, independent, and ability to work under pressure at a fast paced environment.
• Strong computer literacy. Knowledge of MS Office tools especially Word and Excel.
• Well organized, detail oriented and patient.

COMPENSATION AND BENEFITS

• Compensation BOE.
• Ongoing training provided on business and system skills.
• Discounted prices for booking hotels and holidays for family and friends.
• Ample opportunities of professional development within the company and parent group.

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Hotelbeds Group is a leading provider of services to the global travel trade with key positions in some of the fastest growing segments in the industry.

- Distributing accommodation, transfers & activities in more than 180 countries.
- Active in +120 source markets worldwide.
- The NO.1 global B2B bedbank.
- Local destination management operations in +40 countries.

Our vision is to a play a leading role in reshaping travel with our industry partners.

Our key business units are:

# Bedbank: The No1 global B2B bedbank, including the brands Hotelbeds, Bedsonline and Hotelopia.

# Transfer & Activity Bank: An integrated worldwide portfolio of transfers, activities and experiences distributed online through the brands of Activities, isango! and Hotelextras.

# Destination Management: A global leader in inbound services, operating the brands Destination Services (destination management), Intercruises (cruise handling) and Pacific World (meetings and incentives).

# New Ventures: High-growth potential businesses, including TT Services (visa outsourcing), ROIBACK (online project & promotion management for hotels) and Carnect (car rental distribution).

By joining Hotelbeds Group you will be working for a leading global travel organisation at the forefront of the industry. With a clear strategy and business structure, we know what we want and how we want to get there, and this is evident across everything we do. You will experience an innovative, engaging and multicultural environment where you will learn the tricks of the trade from the best travel professionals around. You will also build strong and lasting business relationships across the globe.

We actively encourage international mobility, so once you have joined us you will have lots of opportunities to develop your career across our multiple locations around the world and in our different units and brands. People have always been at the heart of our business and we actively encourage a culture that enables people to work together creatively. In summary, we offer a great environment in which to develop your future career.