Customer Support Agent
3 giorni fa
We are seeking a skilled Customer Support Agent to join our team at Baglioni Hotels & Resorts. This role is based in the Central Reservations Office and involves handling all reservations from third-party operators, as well as responding to incoming calls from tour operators and online travel agencies. The ideal candidate will have excellent communication and problem-solving skills, with the ability to multitask in a fast-paced environment.
Responsibilities:
- Manage all reservations coming from external systems (GDS, Website, OTAs) and run protection activities when needed;
- Insert reservations and data into the Property Management System (PMS), ensuring all details are accurate;
- Liaise with colleagues to manage special requests and resolve problems;
- Handle cancellations and regrets; Complaint management, in coordination with other departments;
- Cross-selling of services and experiences;
Requirements:
- High school diploma or equivalent;
- At least one year of experience in customer service, call center, or reservations field in the hotel industry;
- Proficient in Microsoft Office and CRM software;
- Excellent verbal and written communication skills in English;
- Ability to handle difficult situations with professionalism and empathy;
- Flexibility to work independently and as part of a team;
Benefits:
- Competitive salary: €55,000 - €65,000 per annum, depending on experience;
- Performance-based incentives;
- Career development and growth opportunities within Baglioni Hotels & Resorts.
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