Hiring now! Telephone Booking Agent – US AND UK

telephone booking agent

Telephone Booking Agent: United States Based (Remote- Fixed Term)

Team Function Operations  

Reports to Team Manager/ Operations Manager /Head of Operations

Basic Salary Range $11.90/hr

Hours of Work Commitment of 20 – 40 scheduled hours a week (including weekends)

Contract Type Fixed-term effective until mid December 2020

Location Home working (UK or US based)  

About the role


Responsible for delivery of our phone based services and relevant administrative duties. Working to weekly and monthly KPIs to meet our client SLAs and deliver results.  Delivering a high quality service and maintaining our ‘gold standard’ of customer service delivery.

Working closely with the Team Support Specialist who will provide coaching support. 



  • Completion of scheduled shifts regularly- servicing the customer to ensure exceptional customer service in line with client brand and KPIs
  • Identifying hot leads generated through chat and online enquiries, and following up with an outbound call to complete the booking process
  • Accepting inbound calls, delivering exceptional customer service
  • Working closely with external teams to deliver a fluid and effective service
  • Troubleshooting day to day service delivery issues (Software Issues, Resource Issues, Cover Issues) and reporting to relevant channel/contact
  • Escalation of serious concerns or client complaints to the Team Manager
  • Providing shift cover as necessary
  • Agent Weekly Calls
  • Participation in team meetings as required 
  • Respond to updates and notifications (this may relate to client-specific/team specific/team-wide updates)
  • Completion of administrative work time and associated tasks 
  • Completion of all relevant training to satisfactory standards within allocated timescales (including client training) 
  • Completion of all relevant client training to ensure that you understand all client requirements
  • Completion of regular test calls – providing your full engagement and focus
  • Ensuring that the home set up is adequate 
  • Use of relevant resources   
  • Liaising with the Booking Team to facilitate all booking administration


  • Implementing all company policies
  • Effective implementation of our data protection and retention policies. Collaboration with our Data Protection Officer on regular audits and escalating data breaches
  • Proactively identify areas for change and improvement and discussing your ideas with the TSS or TM
  • Achieving booking targets from a warm lead source


  • Engaging in the business strategy and applying it to day-to-day tasks
  • Cross-functional collaboration to support other roles to achieve our business goals 
  • Implement services in line with our brand values and identity
  • Ensure all timesheets are accurate and timely 


  • Implementation of VOIP software using relevant technical platforms
  • Using Zoho CRM to track and update customer account information
  • Escalating technical issues as appropriate 


  • Carrying out all activities in line with our Culture Code and values 
  • Participating fully in Team Meetings with relevant updates (clients, resource TLC – KB/EIM etc) and creative new ideas 
  • Carrying out your activities in line with our policies and procedures, Culture Code and values at all times
  • Engagement and participation in our One Team HR Strategy
  • Staying up to date with all company news and information
  • Creation of employee engagement opportunities – using SLACK to encourage interaction and deliver on our values

About you

Knowledge and experience:

  • Previous experience in a customer service role is ideal
  • Previous experience of handling lease/rental bookings would be an advantage
  • Knowledge of the role customer service plays in the consumer buying and support process is ideal 
  • Experience of working in a target oriented role
  • Experience of objection handling to facilitate a completed sale/booking


  •  Fluent or Native English Speaking
  • Ability to speak with clarity and enthusiasm
  • Ability to notate with clarity and accuracy
  • Tech-savvy and able to work within various technical platforms confidently.
  • Excellent multitasking skills, specifically the ability to take calls while availing of resources across dual screens
  • Excellent customer service skills
  • A motivated home-worker with good time management and problem-solving skills
  • Teamwork – able to develop a good rapport with a virtual team


  • Passionate about our brand and a role model for our behavioural values
  • Confident, friendly and service orientated
  • You love providing excellent customer service, and the challenge of working to KPIs
  • Professional, positive and full of joy
  • Continuously looking for ways to improve that way we do things and challenge the status quo
  • Keen to develop professionally and to learn new things



Author: admin

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