1. Maintain a high level of consultant service for customers and answer customer hotel booking-related issues on a daily basis;
2. Maintaining communications with the supplier to assist customers in confirming the implementation of the hotel booking information;
3. Handling customer-related dissents or requests, providing customers with solutions to the issues associated with the process of hotel check-in, and offering customers in a professional and courteous manner.
4. Summarize and address all types of objections to the problem booking orders, connecting suppliers and distribution channels to complete the collection and payment fees or the refunds.
5. Any other ad-hoc assigned duties and projects.
Job requirements:
1, Person with good English expression and application skills;
2, Persons who have a certain degree of communication ability, understanding ability, and stress resistance;
3, Persons who work patiently, diligently, and proactively, and like to deal with different types of people;
4, Persons who skilled use of computer operation, familiar with Microsoft Office (Word, Excel, Power point etc.) and other office software, familiar with the Internet Working;
5, Persons who have Ali customer service, Ctrip, eLong and other travel industry customer service experience is preferred.
This position requires a rotating shift （alternative weekend working schedule）, 6 days off per month, shift work is divided into two shifts:
Morning shift from 08:00 to 16:00; evening shift from 15:00 to 24:00 (Empolyee can work from home after 20:00).
1、为客户提供顾问式服务工作，日常解答客户酒店预订的相关疑问；
2、与供应商保持沟通联系，协助客户确认落实预订酒店的信息；
3、处理客户相关异议诉求，为客户提供入驻过程中相关问题的解决方案，给客户提供良好的服务支持以及入住体验；
4、总结处理各类异议问题订单，对接供应商及分销渠道完成补退款项的收付工作。
任职要求：
1、具备良好的英语表达和应用能力；
2、有一定的沟通能力、理解能力、抗压能力；
3、工作耐心，工作积极主动，喜欢与不同类型的人打交道；
4、熟练运用计算机操作，熟悉word、excel等办公软件，熟悉互联网；
5、有阿里客服，携程、艺龙等旅游行业客服经验者优先。
注：本岗位需轮休轮班，轮班班次分为两班：
早班 08:00 至 16:00；晚班 15:00 到 24:00（晚上8:00后可居家办公）