Customer Relations Advisor - Czech

at  Bookingcom

ABOUT US:

At Booking.com, data drives our decisions. Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We’re the thrill of the first night in a new place. The excitement of the next morning. The friends you encounter. The journeys you take. The sights you see. And the memories you make. Through our products, partners and people, we make it easier for everyone to experience the world.

QUALIFICATIONS & SKILLS:

• Enjoy helping people and embrace the challenge of restoring faith when things go wrong.
• Written and verbal fluency in Czech and English.
• Take ownership of your work and multi-task effectively.
• Be resilient with excellent time management skills.
• Thrive in a fun, fast-paced environment, embracing different cultures, nationalities, and languages while staying calm under pressure and meeting deadlines.

ROLE DESCRIPTION:

The role of a Customer Relations Advisor - Czech at Booking.com in Manchester involves handling post-rental issues of customers and acting as a liaison between customers and suppliers. Key responsibilities include investigating customer queries and complaints through thorough analysis, managing customer expectations regarding timescales and potential resolutions, completing the full administrative cycle of documenting customer and supplier comments on relevant systems, and issuing refunds or compensation within agreed guidelines.
The role requires excellent communication and problem-solving skills, a positive and motivated mindset, and the ability to work in a fast-paced environment. Advisors are expected to provide support across multiple channels such as phone, email, or live chat, and develop excellent product knowledge to help resolve customer queries effectively.

KEY JOB RESPONSIBILITIES AND DUTIES:

• Handling the post rental issues of customers & liaising between them and our suppliers.
• Investigating customer queries and complaints through a thorough analysis of the details provided.
• Managing customer’s expectations on timescales and potential resolutions.
• Completing the full administrative cycle of documenting the customers/suppliers comments on the relevant systems.
• Issuing refunds/compensation within the agreed guidelines.