CustomerService Representative
Agoda
Dec 2017 - Jun 2018 (7 months)
• Handle customer queries related to hotel bookings, cancellations, modifications, and refund requests via phone and email. • Provide accurate information regarding hotel amenities, booking policies, promotions, and availability. • Resolve customer concerns promptly and professionally, escalating complex issues when necessary. • Maintain detailed and accurate records of customer interactions in CRM systems. • Coordinate with partner hotels to confirm bookings, process special requests, or address complaints. • Meet performance metrics such as response time, first-contact resolution, customer satisfaction, and call/email quality. • Stay up to date with company policies, hotel partners, and booking procedures. • Handle peak periods wi