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:

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

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

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

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

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

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

• Excellent attention to detail, accuracy and follow-through.

• Self-motivated, dependable and able to work independently.

• Ability to work flexible hours where required.