As a Customer Service Representative for our Hotel Reservation account, you will be the first point of contact for guests looking to book, modify, or inquire about hotel accommodations. You will handle reservations, provide accurate information, assist with special requests, and ensure excellent customer service to enhance the guest experience.

Key Responsibilities:

• Handle inbound and outbound calls, emails, or chats related to hotel reservations and guest inquiries.
• Process new reservations, cancellations, and modifications accurately.
• Provide detailed information about hotel services, room availability, rates, and promotions.
• Assist guests with special requests (early check-in, amenities, room preferences, etc.).
• Resolve booking issues, complaints, or escalations in a professional and timely manner.
• Coordinate with hotel staff and management to fulfill guest requirements.
• Ensure customer satisfaction by delivering excellent service and maintaining a positive, professional attitude.
• Accurately document guest interactions and transactions in the system.
• Meet or exceed performance metrics including quality, accuracy, and call handling time.

Qualifications:

• High school diploma or equivalent; college level/graduate preferred.
• Previous BPO, call center, or hospitality industry experience is an advantage.
• Strong communication skills in English (verbal and written).
• Excellent customer service and problem-solving abilities.
• Ability to multitask and work in a fast-paced environment.
• Proficient in using reservation systems, CRM tools, or related software (training provided).
• Willing to work on shifting schedules, weekends, and holidays.
• Must have a Laptop or Desktop for Virtual Process

What We Offer:

• Competitive salary package with performance incentives.
• Paid training with continuous career development opportunities.
• HMO and other health benefits.
• Opportunities to grow in the travel and hospitality industry.