Customer Service Agent

5 months ago

Droitwich, United Kingdom hotelshopUK LTD Full time

**About us**:
Established in 1999, HotelshopUK is a privately owned company which specialises in booking 2-5 star accommodation and short breaks throughout the UK for both the leisure and corporate traveller as well as offering call centre facilities to hotels and other leisure related companies. Since 2012 the company has also offered emergency relocation services to the insurance market and in 2019 it bought Rapid Relocate a specialist alternative accommodation claims management Company

**The Job Role**:
Our Customer Service agents provide excellent service to our clients and hotels, dealing with enquiries quickly and efficiently to maximise conversions into bookings and answer/ direct and queries effectively.

**Key Accountabilities / Activities**:

- **Handling enquiries**: Handle inbound and outbound calls with clients and hotels, regarding reservations, rates, availability, and other relevant information.
- **Reservations Management**: Assisting customers in making reservations for hotel rooms or attractions by providing options, checking availability, offering recommendations, and confirming bookings.
- **Customer Service**: Providing excellent customer service by addressing customer queries, concerns, and complaints in a professional and timely manner. Ensuring customer satisfaction and resolving any issues that may arise and following the correct customer complaints process, ensuring supervisors are advised and the correct escalation procedure is followed.
- **Sales and Up-Selling**: Identifying opportunities to upsell hotel rooms, packages, or additional services to customers, such as room upgrades, dining options, spa treatments, or attraction packages.
- **Reservation System Operations**: Utilising reservation management systems or software to handle bookings, update customer information, manage availability, and generate reports.
- **Product Knowledge**: Developing a strong understanding of the hotel's amenities, attractions, services, and nearby points of interest to provide accurate and relevant information to customers - Know the hotels/attractions we work with and keep up-to-date with the processes you need to follow.
- **Payments and Billing**: Assisting customers with payment processing, billing enquiries, and providing receipts or invoices when necessary. Ensuring accuracy in financial transactions.
- **Reservation Modifications and Cancellations**: Assisting customers with changes to their reservations, including modifications, cancellations, or rebooking requests, while adhering to the hotel's policies and procedures.
- **Record Keeping**: Maintaining proper documentation of reservations, customer interactions, and enquiries and updating all booking notes accordingly.
- **Stay Updated**: Keeping up-to-date with hotel promotions, special offers, local events, and attractions to provide customers with relevant information and enhance their experience.
- **Measuring Performance**: Work with management to meet required levels of calls, bookings and commissions, (KPi’s) providing feedback on what’s going well and not so well. Being prepared to self-critique performance by reviewing calls with your line manager following the call compliance scripts.
- **Personal Development**: Attend regular 1-1’s with your line manager, completing the necessary paperwork and attend available hotel familiarisation trips to ensure product knowledge remains current
- **Flexibility**: Support hotelshopUK by providing assistance to other departments as and when required.

**Hours of work**:
This is a full-time position - 40 hours per week over five days during office opening hours on a rota basis

**In return we offer**:

- Fun & professional place of work
- Fair wage & company bonus scheme
- Hero of the month - recognising those that go above & beyond
- Training & development
- Monthly incentives
- Healthcare cash back scheme*
- Exclusive employee discounts through hotelshopUK & Great Little Breaks*
- Parties & social events
- Flexible/hybrid working*

*(qualifying period applies)

**Salary**: £21,736.00-£22,776.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Employee discount
- Free flu jabs
- Health & wellbeing programme
- Referral programme

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus scheme

Work Location: In person

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