Operations Account Manager

Who are WebBeds?

WebBeds is the fastest growing and most significant accommodation supplier to the travel industry. We are a global company offering ground services (hotels, transfers, tours, activities) to travel professionals. Our products help our partners and customers to create amazing Travel experiences.

Our Products range from a Retail Online platform, Integration Connectivity hub and distribution APIs to name but a few and our systems are 100% cloud hosted processing up to 5.0bn search requests daily. We deliver amazing outcomes using leading edge technology through innovative and creative thinking.

WebBeds is a subsidiary of Web Travel Group (ASX: WEB) – an ASX 200 listed company operating a global digital travel business.

What makes us stand out?

• We are a wholesale global travel organization
• We have 1500+ people speaking 50+ languages in 120+ cites across 50+ countries
• We partner with over 430,000 properties in more than 15,000 destinations
• We work with more than 44,000 travel companies in 139 source markets
• We have an amazing Technology team focused on delivering valuable outcomes using innovative tech and creative & lateral thinking

What will you do on your journey with WebBeds?

WebBeds is the world’s fastest growing provider of accommodation distribution services to the travel industry. Our products incorporate distribution APIs, payment integrations, ERP integration, Data Lakes, User Interfaces, and others. Our search API reach peaks of more than 50.000 requests per second, each one consisting of tens or hundreds of hotels, with continued expansion.

"We design, deliver and support innovative solutions through engagement, collaboration and a fearsome passion for creating customer value" is our mission as an IT organization.

With this in mind, we strive to be at the leading edge of technology when it comes to build the platform that meets the needs of our Supply partners and customers. This translates to the use of latest technology including .NET Core versions, K8S, microservices architecture, clouds hosting and orchestration, CI/CD pipelines, automated testing, Proactive monitoring, and alerting systems, to name a few.

Our delivery teams have the creativity and freedom to express themselves by building innovative solutions to often complex problems and are challenged to reach higher levels daily. Our teams consist of product owners, QA engineers, Software Engineers, and people from across the business all working collectively and collaboratively. We have a very strong technical team from which you will be able to learn, but are encouraged by new ideas and fresh thinking that you will bring with you.

In this role you will

Reporting to the Head of Global Operations Account Management, the Account Manager is a point of contact for internal and external escalations related to key accounts and/or business critical situations.

The role holder will account manage a portfolio of select clients, proactively looking for ways to improve service and relationships. The Account Manager will establish close and trusted relationships with their assigned account, functioning as the voice of the customer within the Customer Service Organisation.

The role holder will also focus on establishing close relationships with the BAU Customer Service teams as well the commercial teams across the WebBeds business.

Key responsibilities

• The main goal is to account manage a portfolio of assigned key clients. The role holder will be aware of all ongoing issues with their clients and support commercially sound solutions by working with internal and external stakeholders as required.
• Collaborate with BAU Customer Services and internal as well as external partners on timely resolutions for issue escalations as well as proactively work to close complicated and ageing customer service issues.
• Proactively monitor and report on operational issues
• Gather feedback from the WebBeds commercial teams and share with CS Leaders. Lead and/or support initiatives to implement solutions.
• Provide feedback on service issues and escalations to relevant customer service teams and the WebBeds commercial teams.
• Connect with BAU Department Heads to discuss escalations, common issues, and solutions.
• Ensure a thorough understanding of the Customer Service Department Processes and the ability to direct the commercial team to the right person who will solve issues where needed.
• Make sure that escalations related to key accounts and/or critical situations are solved and reported back to the commercial team in a timely manner, working alongside the customer service team for continuous improvements.
• Support Customer Service Surveys in setup and results gathering. Execute initiatives/projects internally and externally following the surveys.
• Conduct regular internal and external service reviews, showcasing Customer Service performance, highlighting risks or areas of improvement.
• Identify potential process improvements and proactively guide and support the Customer Operations Leadership Team on the continuous improvement agenda.
• Support projects on behalf of customer services and the focus is both on process reviews/changes as well enhancements to technology.
• Build and maintain a knowledge management database for assigned customers, requirements, and processes, to create a sustainable operating model for the Customer Enablement function.

The skills we would love to see in your suitcase!

• Extensive travel industry experience, ideally both in Customer Service and Sales.
• Contact Centre experience.
• Excellent Communication and Stakeholder Management skills.
• Project Management skills highly desirable.
• Advanced Microsoft office skills.
• Fluent in written and spoken English & Mandarin. Other languages highly desirable.
• Strong communication and interpersonal skill.
• Strong negotiating and influencing skills.
• Highly organised with the ability to manage multiple activities and projects at the same time.
• Strong analytical skills.
• Problem solving abilities.
• Comfortable to work as part of a team, but also be able to work on own initiative.
• Ability to work under pressure and to tight deadlines.
• Willingness and ability to take ownership for decisions.
• Ability to follow through to a conclusion.
• Happy to be the voice of the customer.
• Writing skills to produce Account reports in English language.
• Confident with MS Power Point to produce concise and meaningful presentations.
• Willingness to travel.

Why choose us as your next destination?

We are super proud of our dedicated team of friendly, energetic & passionate professionals. Our people are key to the success of our business & everybody at WebBeds has their own unique role to play as we continue to drive the company forward.

Over 50 different languages are spoken by our workforce, but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires, we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support.

Dynamic environment with the chance to grow, influence & impact change Disruptive, fast-growing market leader within travel & endless possibilities Culture built on collaboration empowerment and innovation

Find out more about the WebBeds business at www.webbeds.com - #LI-Hybrid