Customer Service: Booking Agent

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.

The ideal candidate will have a strong customer service background, exceptional communication skills, and a passion for helping others. If you thrive under pressure, love problem-solving, and have a passion for exceptional service, we want to hear from you!

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:
• 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!

We are committed to creating a diverse and inclusive workplace and encourage applications from all suitably qualified candidates, including persons with disabilities.