- 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.
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.
- 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!
