At Booking.com, we make it easier for everyone to experience the world. We began by taking hotel bookings online over 20 years ago and we’ve been shaping the travel industry ever since. Today, we’re building a platform that connects all parts of the trip – from accommodation to transport, tickets, tours and more.

From our Trips HQ in Manchester, our team helps people get where they want to go, anywhere in the world. Whether customers want the freedom of a car, the ease of a taxi or the economy of public transport, we make it all possible.

Responsibility:

• You’ll be an advocate for the Booking.com values and will do all you can to meet customer expectations – from providing support with managing their reservations to answering pre-travel questions.
• Making a positive impact on every customer contact over multiple channels such as phone, email or live chat.
• Developing fantastic product knowledge to help resolve customer queries.
• Most importantly, always ensuring a high level of customer service that’ll make anyone smiles.
• Handling the post rental issues of customers & liaising between them and our suppliers.
• Investigating customer queries and complaints through a thorough analysis of the details provided.
• Managing customer’s expectations on timescales and potential resolutions.
• Completing the full administrative cycle of documenting the customers/suppliers comments on the relevant systems.
• Issuing refunds/compensation within the agreed guidelines.

Skilled:

• Have a real passion for customer service.
• Written and verbal proficiency in English and Finnish or German or Norwegian or Italian or French or Swedish   .
• A natural empathy and excellent listening skills.
• You’ll be reliable, resilient and organised.
• You’ll have a desire to work in a lively and fast-paced environment where you’ll love to embrace different cultures, nationalities and languages.
• You’ll have a positive, motivated attitude that’ll help you deal with some tricky customer problems.
• Take ownership of your work and multi-task well.
• You’ll be resilient & have wonderful time management skills.
• You’ll have a desire to work in a fun and fast-paced environment where you’ll love to embrace different cultures, nationalities and languages.
• Keep calm under pressure, confidently work and deliver to deadlines and understand the importance of time sensitive issues.
• You’ll love helping people and will genuinely enjoy the challenge of restoring faith when things haven’t gone according to plan.