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.

What will your functions be?

As a Customer Service Specialist - Partner Support, you will manage enquiries, complaints, and issues from clients and partners, both internal and external, keeping customer satisfaction at the core of every interaction. You will handle requests via phone and email, resolve problems with a clear and calm approach, and work closely with teams across the business to ensure our partners and customers receive the responsive, high-quality support that WebBeds is built on.

Responsibilities include but not limited to:

• Customer and partner interaction: Manage customer and partner interactions via phone and email, building relationships by listening actively, asking the right questions, and providing timely updates and feedback.

• Problem and escalation resolution: Resolve problems and escalations by clarifying issues, researching answers, exploring alternatives, and implementing solutions, escalating unresolved problems when needed.

• Composure and stress management: Handle changing situations with composure, maintaining a calm and professional approach when emotions or complexity escalate, and managing stress effectively.

• Priority and multitask management: Multitask across priorities, managing multiple assignments simultaneously while ensuring quality and accuracy in every interaction.

• SLA compliance and tracking: Acknowledge all enquiries and requests within specified service standard requirements, ensuring nothing falls through the cracks.

• Data and information organization: Organise information and data, maintaining logical, accessible file systems and inputting data accurately into systems and documentation.

• Internal loss reporting: Track and report losses that occur due to internal reasons, keeping clear evidence and escalating to management as required.

• Colleague support and teamwork: Support and guide colleagues, offering help to coworkers and contributing to team task accomplishment and a positive working environment.

What are we looking for?

• Experience working in a customer-facing role (required). Travel industry and/or call centre experience is desirable.

• Fluency in spoken and written English (required). Additional languages are a plus.

• Strong communication, interpersonal, and client relationship management skills.

• Good negotiating and influencing skills.

• Accuracy, research skills, and attention to detail.

• Ability to anticipate and solve problems with a proactive, can-do approach.

• Team working skills with stamina and persistence.

• Ability to organise and plan effectively, prioritise tasks, and manage multiple activities under pressure.

• Willingness and ability to take ownership for decisions and show initiative to achieve the best result.

• Computer literate: comfortable with Windows applications, email, internet, and learning internal systems.

Why choose us as your next destination?

We are super proud of our dedicated team of friendly, energetic & passionate professionals. Our people are key to the success of our business & everybody at WebBeds has their own unique role to play as we continue to drive the company forward.

Over 50 different languages are spoken by our workforce, but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires, we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support.

• International highly skilled group of experts from all around the globe

• Dynamic environment with the chance to grow, influence & impact change

• Disruptive, fast-growing market leader within travel & endless possibilities

• Culture built on collaboration empowerment and innovation