After Hours 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 are seeking a dedicated **After Hours Booking Agent** to join our dynamic team. In this role, you will be responsible for managing accommodation bookings after regular office hours, ensuring a seamless experience for our customers. Your outstanding communication skills will help you provide excellent support and address inquiries from guests and property owners alike.

**Responsibilities**:

- **Booking Management**: Handle all accommodation booking requests received after hours, ensuring accurate processing and confirmation of reservations.
- **Customer Support**: Provide exceptional customer service by responding to inquiries related to existing and potential bookings, addressing any concerns or issues that may arise after-hours.
- **Problem-Solving**: Resolve booking-related issues and customer complaints effectively and efficiently, while striving to maintain a positive customer experience.
- **Documentation**: Maintain accurate records of all booking transactions and customer interactions during after-hours shifts to ensure proper follow-up during regular business hours.
- **Reporting**: Provide feedback and report on common issues encountered and solutions implemented to improve processes and customer satisfaction.

**Requirements**:

- Experience in a customer service, a booking-related role, or in the travel or accommodation industry is a plus.
- Fluency in Afrikaans and English (written and verbal).
- Excellent communication skills in both Afrikaans and English.
- Clear and confident telephone etiquette.
- Strong problem-solving skills and a customer-centric attitude.
- Ability to manage multiple tasks simultaneously and work independently during after-hours shifts.
- Proficient in using computer systems and booking software; familiarity with CRM systems is an advantage.
- Flexibility to work evenings, weekends, and public holidays as required.
- Detail-oriented with strong organisational skills to track reservations accurately.
- Confident in handling high-pressure situations and remaining calm under stress.
- Commitment to providing a positive customer experience in all interactions.
- Ability to independently organise own reliable transport.

**Shift Schedule**:

- Agents work in rotating **two
- or three-day shifts**, followed by **two or three days off**.
- **Weekday shifts**:15:00 - 22:00 or 17:00 - 00:00.
- **Weekend shifts**:12:00 - 22:00 or 14:00 - 00:00.
- Shifts may change seasonally.
- Agents may be required to work on public holidays if they fall within their shift rotation.

**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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