Customer Service Agent

Hotelbeds is the world’s leading technology partner, connecting and empowering the world of travel. We’re game-changers, disruptors, the people who bring together local and global brands in accommodation, transport, activities and payments through our network of 300,000 hotels worldwide, 60,000 hard to reach high value clients such as tour operators, travel agents and loyalty schemes across 140 source markets. We are tech-driven, with a customer-first philosophy, and commercial teams whose knowledge and relationships on the ground are second to none. And of course we have an amazing team Our people, Team Hotelbeds, are the beating heart of the company who we encourage to ‘move fast, dream big and make the difference’ every day. In fact, we believe that it is tech + data + people that truly sets us apart in the market, alongside our ‘global approach, local touch’ mentality. We’re headquartered in Palma, Mallorca and employ around 3,500 people worldwide.

JOB DESCRIPTION:
The customer service executive should provide excellent customer services on a high-quality level to our B2B or end customers, considering Service Level Agreements. Our goal is to keep our client partner and end customers on a high satisfaction level. On the flip side the customer service executive should have the skills to negotiate professionally solutions with suppliers on a case by case basis

Accountabilities:

- Multilingual Complaint Administration, handling of Escalations
- Identify and Processing of bugs and forwarding to the 3rd Level Team respectively development
- Monitoring and verification of payment processes and refunds
- Quality Review and support of 1st Level Team
- In the framework of the customer service tasks the customer service executive is the Interface to internal / external departments, client partners and supplier
- Assure excellent communication with the counterpart of the client partner side and to build a relationship to them

**Skills**:

- Minimum language skills English plus IT or DE, or ES, or FR preferable two further languages
- Interpersonal skills with high quality written and verbal communication skills
- Appreciation of analyse and proactive claim avoidance communications

Experience
- Commercial experience, minimum 2 years
- Preferable in the B2B customer services and/or tourism or travel industry but not mandatory
- Good knowledge of MS Office
- Preferable knowledge of salesforce
- Absolute team player with drive to work independently

Qualifications:

- Commercial experience, minimum 2 years
- Preferable in the B2B customer services and/or tourism or travel industry but not mandatory
- Language skills

Key Challenges:

- To provide accurate customer services to our clients and end customer on a high quality level.
- Identifying opportunities to improve our product or services.
- Being supportive across all communication levels - because we see the customer service team as a service provider for internal requirements of other team members and of course for our external partner.

You will have the opportunity to work for a company that is going through significant change in becoming the world´s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.

As well as an attractive benefits package you will be able to work:
- Within an innovative, engaging and multicultural environment.- Have the opportunity to build strong and lasting business relationships and friendships from around the world.- Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.