Customer Service: Booking Agent

LekkeSlaap is South Africa’s leading accommodation booking app known for its user-friendliness, exceptional customer experience, and extensive local accommodation options. Owned by Tripco, a travel technology company based in Cape Town, LekkeSlaap is committed to innovation, best-in-class customer service and setting new standards in travel technology. We're looking for a sharp, customer-focused Booking Agent to join our fast-paced team! In this role, you'll handle bookings with precision, assist guests and property owners, and tackle challenges head-on to keep things running smoothly. Expect a dynamic environment where quick thinking and top-notch communication skills are key to delivering seamless experiences. The ideal candidate will have a strong customer service background, exceptional communication skills, and a passion for helping others. If you thrive under pressure, love problem-solving, and have a passion for exceptional service, we want to hear from you! Responsibilities - Customer queries: Assist guests and property owners with queries, providing prompt and professional support. - Bookings management: Oversee and manage the booking process, ensuring accuracy, efficiency, and a seamless experience. - Build relationships: Build and maintain strong relationships with guests and property owners. - Guest procedure expert: Educate guests and property owners on booking procedures and policies. - Performance maestro: Maintain high-performance standards, consistently meeting or exceeding KPIs. - Customer service: Provide exceptional customer service by addressing enquiries, resolving issues, and offering aftercare support. - Stay updated: Stay up to date with the company’s products, services, and policies to provide accurate information. - Troubleshoot issues: Handle and troubleshoot customer issues, offering effective solutions to ensure satisfaction. - Complete tasks: Complete assigned tasks professionally and within deadlines. Requirements - Previous experience in customer service or a similar booking role is preferred. - Fluency in Afrikaans and English (both spoken and written). - Excellent communication skills with a focus on providing a positive customer experience. - Clear and confident telephone etiquette. - Proficient in using computer systems and software; familiarity with booking platforms is a plus. - Strong problem-solving skills and the ability to think on your feet. - Detail-oriented with excellent organisational skills to manage multiple tasks and client needs effectively. - A customer-centric mindset and dedication to quality service. - Able to work in a fast-paced environment and handle high-pressure situations with grace. - Available to work flexible hours, including weekends and public holidays as required. - Strong work ethic, reliability, and professionalism. - Reliable transportation is necessary for on-site work. Shift Schedule - Agents are required to work over weekends, typically once a month, depending on your shift schedule. - Shifts may adjust seasonally. - Agents may be required to work on select public holidays if they fall within your shift rotation. - All weekend and holiday shifts will be compensated accordingly. Benefits - Modern offices based at the V&A Waterfront - Travel vouchers and exclusive discounts - FeelBetterFast: Employer-funded pharmacy visits - Pension fund contributions - Generous leave package - Additional half-day off every month - Monthly team events and more! We are committed to creating a diverse and inclusive workplace and encourage applications from all suitably qualified candidates, including persons with disabilities.