Operation Executive

2 months ago


القاهرة, Egypt WebBeds Full time

**Who are WebBeds?**

WebBeds is the fastest growing and most significant accommodation supplier to the travel industry. We are a global company offering ground services (hotels, transfers, tours, activities) to travel professionals. Our products help our partners and customers to create amazing Travel experiences.

Our Products range from a Retail Online platform, Integration Connectivity hub and distribution APIs to name but a few and our systems are 100% cloud hosted processing up to 5.0bn search requests daily. We deliver amazing outcomes using leading edge technology through innovative and creative thinking.

WebBeds is a subsidiary of Web Travel Group (ASX: WEB) - an ASX 200 listed company operating a global digital travel business.

**What makes us stand out?**
- We are a wholesale global travel organisation
- We have 1500+ people speaking 50+ languages in 120+ cites across 50+ countries
- We partner with over 430,000 properties in more than 15,000 destinations
- We work with more than 44,000 travel companies in 139 source markets
- We have an amazing Technology team focused on delivering valuable outcomes using innovative tech and creative & lateral thinking

As a Operation Executive at WebBeds, you will play a crucial role in delivering outstanding customer support to our clients. Your excellent communication skills, problem-solving abilities and out-of-the-box thinking will enable you to deliver excellence.

Your focus on customer satisfaction will contribute to maintaining positive relationships with our valued clients. Your strong interpersonal skills, teamwork mindset, result-driven approach, and organizational abilities will ensure effective collaboration and efficient service delivery.

**Key Responsibilities**:

- Provide exceptional customer service to travel agent clients, addressing their inquiries, resolving issues, and providing accurate information.
- Handle client cases, including booking confirmations, amendments, and issue resolution, using problem
- solving skills and out-of-the-box thinking to find effective solutions.
- Build rapport with clients, establishing trust and understanding to better meet their needs and enhance the customer experience.
- Collaborate with team members and other departments within WebBeds to ensure seamless coordination and effective problem-solving for clients.
- Utilize company systems and tools to access and update client information, bookings, and related documentation accurately.
- Follow established processes and procedures to meet service level agreements and maintain high-quality customer service standards.
- Demonstrate strong interpersonal skills to build positive relationships with clients and colleagues.
- Communicate effectively and clearly, both verbally and in writing, to convey information and instructions accurately.
- Work collaboratively with team members to achieve common goals and deliver exceptional customer service.
- Demonstrate a result-driven approach, consistently meeting or exceeding performance targets and contributing to team success.
- Plan and organize work effectively to manage multiple tasks, prioritize responsibilities, and meet deadlines.
- Exhibit excellent time management skills to ensure efficient use of resources and timely resolution of client issues.
- Utilize negotiation skills when interacting with clients, suppliers, or other stakeholders to achieve mutually beneficial outcomes.

**The skills we would like to see in your suitcase**:

- Customer Satisfaction Score (CSAT): Regularly monitor and strive to maintain high CSAT scores through exceptional customer service interactions.
- Response Time: Aim to respond promptly to customer inquiries and issues, minimizing wait times and ensuring timely resolution.
- First Contact Resolution (FCR) Rate: Strive to resolve customer issues on the first contact, minimizing the need for follow-up interactions and enhancing efficiency.
- Quality Assurance Metrics: Adhere to quality assurance standards and metrics, ensuring that all customer interactions meet or exceed established benchmarks for service quality.
- Call Handling Metrics: Maintain optimal call handling metrics, including average handling time (AHT) and adherence to call scripts and protocols.
- Productivity and Efficiency: Demonstrate high levels of productivity and efficiency in managing customer inquiries and tasks, maximizing the number of cases resolved per hour or shift.
- Attendance and Punctuality: Maintain excellent attendance and punctuality records, ensuring consistent availability to assist customers during scheduled shifts.
- Feedback and Improvement: Actively seek feedback from customers and supervisors, using insights to continuously improve service delivery and personal performance.
- Knowledge Base Utilization: Effectively utilize internal knowledge bases and resources to provide accurate and timely assistance to customers, minimizing escalations and callbacks.
- Cross-Functional Collaboration: Co


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