Call Centre Agent

Day-to-day support of Bachcare guests to make changes to their bookings in line with the Bachcare policies and guidelines. You will do this with a focus on providing a high standard of customer service to our guests, balanced with maximising the income for Bachcare’s Holiday Home income Process booking changes, cancellations, rehouse guests, and update owner listings Respond to guest and owner emails, phone calls, and chats in a timely and proactive way. Manage workflow allocation Guest and owner dispute resolution. Participate in the documentation of user guides and ensure they remain up to date. Identify opportunities to promote and upsell the Bachcare Service. Work with guests and owners to understand their needs and provide solutions that enhance our customer’s experience. Provide cover for vacancies as required in the wider Bachcare team.

• One or more years of contact centre work experience with at least one year in the travel and tourism sector • A relevant bachelor’s degree or higher • Experience in a high-volume call centre environment • Experience using HubSpot and Freshdesk Ticketing systems (preferred by not essential) • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations • Exceptional verbal and written communication • Good conflict resolution skills and adaptability to change • Operations experience and excellent interpersonal communication skills • Ability to work on a rotating roster between 8 am to 10 pm, across seven days per week