B2C Inbound/Outbound Reservations Associate

As a B2C Inbound Reservations Associate at our villa rental company, your primary responsibility will be to provide exceptional customer service, process reservations, and assist guests to ensure a seamless and enjoyable booking experience. You will be the first point of contact for customers looking to book vacation rentals at our villas. **Key Responsibilities:** - **Inbound Reservation Management:** - Handle inbound calls and inquiries from customers wishing to book villa rentals. - Provide detailed information about villa properties, availability, pricing, and amenities in villa. - Assist customers in selecting the best villa options based on their preferences, group size, and desired experience. - **Customer Service Excellence:** - Ensure high levels of customer satisfaction by offering personalized service. - Address customer inquiries proactively and provide solutions in a professional and timely manner. - Resolve customer concerns or complaints to maintain a positive customer experience. - **Reservation System and Data Management:** - Maintain up-to-date records of reservations, cancellations, amendments, and special requests. - Communicate guest preferences and special requirements to the operations team. - **Cross-Selling and Upselling:** - Promote additional services and offers to customers. - Upsell villas with premium features to match customer needs and enhance guest satisfaction. - **Communication and Coordination:** - Communicate effectively with internal teams to ensure seamless guest experiences. - Provide timely updates to customers regarding booking confirmations, cancellations, and special requests. - **Problem Solving:** - Handle changes in bookings, cancellations, or last-minute requests efficiently and professionally. - Offer solutions for any issues during the reservation process to ensure customer satisfaction. - **Customer Relationship Building:** - Build strong rapport with guests to encourage repeat bookings and foster customer loyalty. - Provide guests with local knowledge and recommendations to enhance their stay. **Key Requirements:** - **Language Proficiency:** - Fluency in Gujarati (both verbal and written) is required. - Proficiency in English is preferred for internal communication and documentation. - **Experience:** - Prior experience in customer service, reservations, or hospitality-related role is preferred. - Knowledge or experience in the villa rental industry or real estate bookings is a plus. - **Communication Skills:** - Strong verbal communication and active listening skills. - Ability to handle difficult or demanding customers professionally. - **Technical Skills:** - Comfortable using reservation management systems and CRM tools. - Basic proficiency in Microsoft Office (Excel, Word, Outlook). - **Customer-Focused:** - Excellent problem-solving skills and motivation to deliver excellent service. - Ability to handle a wide range of customer inquiries or requests. - **Attention to Detail:** - Accurate data entry and attention to customer preferences and booking specifics. - Ensure all reservations and details are processed correctly and efficiently. - **Team Player:** - Ability to collaborate and work effectively within a team environment. - Flexibility to assist and support team members in handling various customer needs.,