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 Schedule
- Agents work in rotating two- or three-day shifts, followed by two or three days off.
- Weekday shifts: 15:00 – 22:00 or 17:00 – 00:00.
- Weekend shifts: 12:00 – 22:00 or 14:00 – 00:00.
- Shifts may change seasonally.
- Agents may be required to work on public holidays if they fall within their shift rotation.
Benefits
- Hybrid work model (available after probation)
- Modern offices based at the V&A Waterfront
- Travel vouchers and exclusive discounts
- FeelBetterFast: Employer-funded pharmacy visits
- Pension fund contributions
- Generous leave package
- Additional half-day off every month
- Monthly team events and more!
As published by workable · 7 questions
Basics
First name, Last name, Email, Headline, Phone, Address, Photo, Education, Experience, Summary, Resume, Current Cost-to-Company (per month), Expected Cost-to-Company (per month), Notice Period, Please provide the names and contact details of 2 to 3 direct managers who can speak to your work ethic and professionalism., Can you commute to our offices at the Victoria & Alfred Waterfront in Cape Town, South Africa?, What is your proficiency in Afrikaans?, We’d love to hear more about you! Please share a short video (max 5 minutes) via Loom, where you talk us through your experience and tell us why you’re excited about the opportunity at Tripco. If possible, please make the video in Afrikaans, as it will help you stand out. Don’t worry, it’s a casual introduction, so just be yourself! To get started, click this link for Loom 👉 loom.com/signup, If you were referred to this role by a LekkeSlaap employee, please share their name and surname., Please tick the boxes below to confirm your understanding and agreement with the following:
Pick from a list (6)
- Are you comfortable with communicating daily in Afrikaans, both written and verbal?
- Do you have your own personal, reliable vehicle (car/motorbike) for traveling to and from the V&A Waterfront? (Please note: public transport or ride-shares do not qualify as a "personal vehicle".)
- Are you available to work evening shifts? (Shifts run on a 2–3 days on, 2–3 days off schedule, with hours between 15:00–00:00 on weekdays and 12:00–00:00 on weekends.)
- Are you available to work weekend shifts?
- Are you available to work public holidays when scheduled?
- Are you available to work rotating two- or three-day shifts?
Attachments (1)
- Please upload your National Senior Certificate (or matric equivalent) as part of the application process.