Job Title

Reservation Management: Handle the entire lifecycle of hotel bookings with accuracy and speed, including creation, modification, cancellation, and processing refunds. Customer & Hotel Communication: Serve as the primary point of contact for travelers and hotel partners, providing clear and concise communication via phone, email, and chat (e.g., WhatsApp). Coordination & Confirmation: Liaise seamlessly with hotels to confirm availability, verify special requests, and ensure all specific guest needs are accurately communicated and met. Issue Resolution: Identify, troubleshoot, and resolve complex booking-related issues and payment discrepancies, maintaining a calm and professional demeanor under pressure. System Usage & Data Integrity: Proficiently use our booking systems and CRM tools to process reservations, update records, and ensure stringent attention to detail to avoid errors in dates, payments, or guest information. Escalation Handling: Politely and effectively handle escalated customer issues, ensuring every interaction concludes with a supportive and professional resolution. Process Adherence: Be disciplined and dependable in following MyTravaly’s standard operating procedures (SOPs) and actively participate in training to quickly master new processes and product updates. Requirements Exceptional Communication: Strong verbal and written communication skills with the ability to convey complex information clearly and empathetically.Problem-Solving: Proven ability to quickly and accurately diagnose and solve transactional or logistical issues related to travel bookings.Pressure Management: Capacity to remain calm, focused, and positive while managing high volumes of inquiries and time-sensitive tasks.Detail-Oriented: Acute attention to detail is mandatory to prevent errors in booking data (dates, room types, personal details, payments).Technical Comfort: Comfortable using digital support channels (email, chat) and internal reservation/CRM software.Mindset: Self-disciplined, accountable, reliable, and possessing a genuine passion for providing excellent customer service.