Customer Service Representative ( HCN Support)

Role Overview We are looking for a detail-oriented Customer Service Representative (CSR) to support Hotel Confirmation Number (HCN) operations. The role focuses on contacting hotels and suppliers to retrieve and validate booking confirmations, ensuring a smooth customer experience, especially for check-in. Key Responsibilities Handle HCN requests via calls and ticketing system Contact hotels and suppliers to obtain confirmation numbers Perform full booking validation (guest details, room type, meal plan, etc.) Accurately update cases in Zendesk Ensure all bookings are active, correct, and locatable by the hotel Escalate any issues (missing bookings, mismatches, urgent cases) KPIs & Performance Metrics Productivity: 8–10 HCNs per hour Quality Score (QA): ≥ 90% Accuracy: 100% (no incorrect HCNs) Arrival Issue Rate: ≤ 0.3% Quality & Compliance Follow strict HCN validation process Ensure all cases include clear notes and correct status updates Maintain professional and accurate communication Avoid assumptions — always confirm details with the hotel What We’re Looking For Strong attention to detail Clear and professional communication skills in English Ability to work independently and efficiently in a high-volume environment Problem-solving mindset with strong ownership Experience in customer service or travel industry is a plus Success in This Role Success is driven by: Accuracy over speed (but both matter) Strong process discipline Ability to handle urgent cases calmly Consistent quality and SLA adherence