Customer Support Agent

3 giorni fa


Milano, Lombardia, Italia Baglioni Hotels & Resorts A tempo pieno

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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