Customer Service Representative

1 day ago


London, Greater London, United Kingdom CV-Library Full time
Job Title: Customer Service Representative - Reservations

We are looking for a skilled Customer Service Representative - Reservations to join our team at CV-Library, based in the heart of the UK.

As a Customer Service Representative - Reservations, you will be the first point of contact that our guests have with us, building rapport and trust quickly over the telephone, understanding their individual requirements to enjoy a memorable experience with one of our partners.

Your Key Responsibilities:

  • First point of contact with our guests, travel agents or other third-party partners ensuring that any disputes are resolved in an efficient and professional manner.
  • Responds promptly with reservations, updates and amends bookings through Opera, ensuring that all bookings are accurately entered into the system in a timely manner.
  • Responds positively to all sales enquiries and is able to convert enquiries into future bookings.
  • Works closely with Group/ Contacts team ensuring a smooth co-operation with suppliers and maintaining a good working relationship.
  • Receives and monitors daily reservations requests from suppliers, ensuring correct rates are confirmed and bookings comply with contracts.
  • Provides our guests with good knowledge of our partner facilities, public areas, restaurants and bedroom types.

About You:

  • Previous experience gained in a Reception/Reservations or Call Centre environment.
  • Working knowledge of Opera would be beneficial.
  • You will have a good level of spoken and written English.
  • A genuine interest in providing the best service for the customer.
  • A confident and engaging telephone manner with ability to build rapport quickly.
  • The ability to effectively problem solve ensuring that any complaints are resolved in a calm and professional manner.
  • Excellent organisational skills and time management skills with the ability to balance different priorities.

What We Offer:

  • Competitive salary: £19,000 - £23,000 per annum, depending on location and experience.
  • Opportunities for career progression and professional development.
  • A supportive and collaborative team environment.
  • A range of benefits, including free meals on duty, uniform & dry-cleaning, workplace pension scheme, employee recognition, employee awards, social events, interest-free Season Ticket Loan / Travelcard Loan, 50% discount to friends and family in our hotels on hotel rooms & 20% discount in our restaurants (subject to availability), local discounts at Gym, Dry Cleaners, Bowling and Restaurant outlets, shopping discounts across several high-street brands and online retailers (via Each Person), early pay - instantly access a portion of the pay you've already earned, mental health first aiders support & well-being, and employee assistance programme supported by hospitality action.

Location: Based in the heart of the UK, with opportunities for remote work.



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