Operations consultant - Cluj Napoca

The Company WebBeds is the world’s second largest accommodation supplier to the travel industry operating its B2B travel business through; Sunhotels, JacTravel, FIT Ruums, Lots of Hotels and Destinations of the World. WebBeds provides our global network of travel trade partners with the choice ofhotels in nearlydestinations. Customers can access this huge choice of inventory, ranging from city-centre international chain hotels to independent beach properties, via market-leading booking websites or an API deployed in hybrid Azure cloud environment and are currently engaged in a series of substantial ongoing development projects. Clients can also access transfer services in 950 destinations, and thousands of tour guide excursions and attraction tickets. WebBeds also provides tailor-made travel arrangements for groups of all sizes covering leisure, special interest, education and MICE. WebBeds is a subsidiary of Webjet Limited (ASX: WEB) - an ASX 200 listed company operating a leading digital travel business with over AUD$ billion in total turnover enabling customers to compare, combine and book the best domestic and international travel flight deals, travel insurance and car hire worldwide, alongside the above.

Job Purpose

To effectively manage clients and partners (internal and external) enquiries, complaints and issues,
ensure to keep all the time customer satisfaction at the core of every decision and behavior.
Interact with customers by phone and email to provide and process information in response to their
requests and concerns about our products and services.

Key Responsibilities

Control a call through effective communication technique – call management.
Build customer relationship by listen actively, question appropriately and by providing update
and feedback.
Adapt to and handle changing situations and environments.
Resolve conflicting situations by using effectively the interpersonal skills.
Resolve problems by clarifying issues, researching and exploring answers and alternative
solutions, implementing solutions, escalating unresolved problems.
Maintain calm and the appropriate mental state in case situations and emotions escalate to a
higher level – manage stress.
Multitasking. Manage multiple priorities and assignments (tasks) simultaneously (eg. Receiving
client information over the phone while inputting or searching data on the system).
Use effectively the available time and resources to address and finalize the tasks and customer
/ partner request, issues and enquiries – time management.
Acknowledge all enquires and requests received within specified service standard requirements.
Negotiate effectively.
Organize information and data. Ability to assemble and maintain data in a logical file system that
can be accessed by you or others at any given time.
Input data into systems and documentation.
Keep clear evidence of losses occurred due to internal reasons and report to management
Offer support and guidance to coworkers.
Be able to work effectively with others and contribute to team task accomplishments.
Ability to solve problems. Identify root causes by asking the appropriate questions and apply
intervention to address them.
Undertake other tasks and projects as and when required.
Supervise and manage the task distribution as and when required.
Experience, Qualifications, Training requirements
Travel industry and/or Call Centre experience (desirable).
Experience working in a customer facing role (required).
Fluency in spoken and written in English and French