Customer Service: After Hours 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 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. The ideal candidate will have a strong customer service orientation, the ability to work autonomously, and a good understanding of the accommodation industry. This is a great opportunity for someone who enjoys working flexible hours and is passionate about enhancing the customer experience. 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. Communication: Interact with property owners and guests via phone and email in Afrikaans and English to ensure efficient communication regarding bookings and any changes or cancellations. 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…