Job Description

KEY RESPONSIBILITIES 
You will: 

• Handle partner quality cases and complaints from intake to resolution
• Coordinate with suppliers to collect and validate supporting documentation
• Submit and communicate case details to Booking.com and other relevant parties
• Assess case outcomes (win or loss) based on established criteria
• Apply penalties where required under the applicable framework
• Maintain accuracy and consistency across all case handling

QUALIFICATIONS & REQUIREMENTS: 

• Bachelor's Degree
• An operations-focused position handling partner quality cases and complaints (partner inquiries and concerns)
• Experience with ticketing based systems through email channel (Zendesk) to resolve cases up to 7 days
• Day-to-day work involves case documentation, supplier coordination, outcome assessment, and process-based decision-making.
• 1 to 3 years in customer service, operations, QA, or complaints handling
• Strong written and verbal English
• High attention to detail, structured, process-oriented
• Comfortable with repetitive, accuracy-critical tasks

 Work Schedule: Midshift (11m-8pm)

Work Setup: M-F Full-Onsite (tentative for hybrid setup after 6 months)

Locations: BGC