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!