Responsibilities:
- Manage on-the-spot troubleshooting: Escalations
- Manage post Escalation pending tasks: Disputes
- Service agent booking-related queries and special requests
- Track, issue, and manage hotel confirmation numbers as required
Requirements:
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Minimum 3 years’ experience in B2B online hotel booking services, preferably with a global travel trade wholesaler.
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Hands-on experience managing booking escalations, troubleshooting and resolving urgent operational issues.
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Experience handling post-escalation follow-ups, booking disputes and outstanding cases through to resolution.
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Good understanding of hotel booking procedures, special requests and hotel confirmation processes.
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Ability to communicate effectively with trade customers, hotel suppliers and internal teams.
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Strong organisational skills with the ability to prioritise urgent cases and manage multiple pending tasks.
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Excellent attention to detail, accuracy and follow-through.
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Self-motivated, dependable and able to work independently.
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Ability to work flexible hours where required.
