Hotel Support Staff

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Job Description

  • Verify payment with customers and issue vouchers.
  • Accept special requests and process from customers as per SOPs.
  • Interface with customers on refunds, providing explanations and processing.
  • Submit refund requests with airlines and follow up periodically.
  • Report fraud to company’s risk team.
  • Handle customer cases related to payment, refunds, and hotels.
  • Report any product error findings to related product / engineering teams.
  • Interface between customers and hotels to resolve any cases arising upon/after check-in.

Job Requirements

  • Minimum 1-year experience with payment / refund processing or customer service.
  • Experience with hotel/airline booking-related business a plus.
  • A strong understanding of customer service principles.
  • Willingness to work in shifts
  • Demonstrated problem-solving skills, strategic and analytical capabilities.
  • Excellent command of spoken and written English and Vietnamese.

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