上海招聘

职位描述：
工作介绍
及时处理酒店供应商的要求，以及客服中心收到的关于顾客咨询改/退房需求，确定并维护FIT预定系统的正常运行，以实现销售并完成销售目标。

主要职责：
1.从分配的销售中确认酒店预定数量，清除没有供应商待定的预定，清除取消过的预定，清除有更改需求的预定。
2.对于拒签的酒店，提供可替换的住宿备选。在24小时内答复所有顾客发送的邮件来帮助他们解决顾客的问题。
3.鼓励顾客通过DOTW的网上预定平台来预定酒店以提高网上酒店预订率。
4.与产品销售代表积极配合以提高办事效率来解决顾客的疑问。如果问题还没解决，那么直接联系酒店以及供应商。
5.确认并解决系统中出现的错误，及时汇报给上级领导或IT技术员。
6.及时跟踪付款情况并汇报给相关财务部门。
7.通过提高客户服务质量来维持老顾客并提高整体商业水平。

请发送简历至 anne.e@dotw.com

主要技能
以客户为中心，丰富的问题解决能力，较强的沟通交流能力，团队合作力，自我计划管理能力。

任职资格
有丰富的客服经验，有酒店预订行业相关经历为佳，熟练的英文听说读写能力。

General Scope of the Job:
Handle hotel and supplier queries and other demands received by the Customer Service team, and ensure that FIT bookings are converted to closed sales in compliance with set service levels, business targets and standard operational procedures.

Key Responsibilities:
Confirm bookings from allotment and free sale.
Clear pending bookings which do not have a supplier reference.
Clear on request bookings.
Close cancelled bookings.
Provide alternate accommodation for denied bookings.
Respond within 24 hrs to all customer email requests.
Encourage customers to make bookings via the DOTW online system rather than sending email requests.
Liaise with Sales and Product to resolve customer issues with maximum efficiency.
If issue is ongoing to then liaise directly with hotels and suppliers to close complaint.
Identify and solve system errors and limitations, report to Supervisor and I.T.
Retain and convert business via providing an upmost level of customer service.
Follow up mapping and payments with the accounts department.

Please send English resume to anne.e@dotw.com

Key Competencies:
Problem solving
Interpersonal skills
Communication skill
Team work
Planning and organizing skills

Qualifications and Experience:
Experience in customer service.
Experience with an online booking system.
Experience in the Travel industry.
Good knowledge of each country specific requirements.
Good English skills (writing and verbal). 举报 分享

WebBeds 成立于2013，是目前全球发展较快的酒店分销商，服务遍布欧洲、亚太及美洲中东非等主要市场，拥有超过1600名员工及50个办事处。目前集团旗下主营的订房平台为DOTW、FIT RUUMS、Sunhotels、JacTravel、Lots of hotels 以及totalstay。

WebBeds是澳洲股市综合指数ASX200上市公司Webjet Limited（股票代码：WEB）旗下公司。Webjet Limited主营在线旅游业务，年度总营业额超38亿澳币。2020年4月和7月，Webjet分别获得2.67亿美元和1.63亿美元的融资。

WebBeds提供的酒店资源遍布全球190个目的地国家，拥有超过368,000家酒店资源库，其中直签资源超过30,000家，同时对接超过60个酒店集团。客户不仅可以依靠API对接获海量的酒店资源，还能获取超过1,200个目的地的接送、导游以及景点门票服务。