Customer Service Booking Agent

4 days ago

Cape Town, South Africa LekkeSlaap Full time

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.

**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**
- Hybrid work model (available after probation)
- 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

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