Customer Service Representative - Mandarin

What you will do on your journey with WebBeds. As a Customer Service Representative - Mandarin, you will manage hotel, supplier, client, and partner enquiries while supporting FIT bookings through to resolution and closed sales.

Responsibilities

• You will provide accurate service in Mandarin and English, work within agreed service levels and operational procedures, and collaborate with internal teams and external partners to resolve booking issues efficiently.
• Key responsibilities Booking confirmation: Confirm bookings from allotment and framed free-sale inventory in line with standard operating procedures.
• Clear pending and on-request bookings, including bookings without a supplier reference, to support timely confirmation.
• Close cancelled bookings accurately and ensure booking records are updated promptly.
• Source and coordinate suitable accommodation alternatives when a booking is denied.
• Respond to customer phone and email enquiries within agreed service levels, providing clear and accurate information in Mandarin or English as required.
• Liaise with Sales, Product, hotels, and suppliers to resolve customer issues and bring ongoing complaints to closure efficiently.
• Identify system errors and limitations, resolve issues within role scope, and escalate recurring or complex matters to the Team Leader and IT.
• Deliver a consistently high standard of service that supports customer retention and converts viable enquiries into confirmed business.
• Promote effective use of the WebBeds online booking system when supporting customers and partners.
• Coordinate with the Accounts team on booking mapping and payment matters, maintaining clear ownership through to resolution.

Requirements

• The skills we would love to see in your suitcase!
• Experience working in a customer-facing service role.
• Advanced computer skills and the ability to identify, analyse, and report system issues.
• Strong communication, interpersonal, conflict resolution, analytical, problem-solving, teamwork, planning, and organisational skills, with the ability to prioritise multiple activities and meet deadlines.
• Fluency in spoken and written Mandarin and English.
• Flexibility to work a rotating onsite schedule, including morning, mid, or night shifts, weekends, and public holidays, based on business needs.