Reservations Customer Support (B2B Online Hotel Bookings)

Responsibilities:

• Manage on-the-spot troubleshooting: Escalations
• Manage post Escalation pending tasks: Disputes
• Service agent booking-related queries and special requests
• Track, issue, and manage hotel confirmation numbers as required

Requirements:

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Minimum 3 years’ experience in B2B online hotel booking services, preferably with a global travel trade wholesaler.

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Hands-on experience managing booking escalations, troubleshooting and resolving urgent operational issues.

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Experience handling post-escalation follow-ups, booking disputes and outstanding cases through to resolution.

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Good understanding of hotel booking procedures, special requests and hotel confirmation processes.

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Ability to communicate effectively with trade customers, hotel suppliers and internal teams.

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Strong organisational skills with the ability to prioritise urgent cases and manage multiple pending tasks.

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Excellent attention to detail, accuracy and follow-through.

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Self-motivated, dependable and able to work independently.

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Ability to work flexible hours where required.