• Join Sutherland Bulgaria and represent a leading airline • Support one of the world’s top airlines • Help people and solve problems • Use your French & English skills daily • Grow your career in the airline and hospitality industry

• Provide email and chat support (no phone calls) • Answer common "how-to" and FAQ-type questions • Assist with account management and payment-related issues • Guide users through troubleshooting steps with patience and clarity

Role Description As a Guest Service Agent working remotely, you will be the first point of contact for our guests, ensuring they receive exceptional service throughout their experience. Your primary responsibility will be to assist guests with inquiries, reservations, and any issues they may encounter, all while maintaining a positive and professional demeanor. You will play a crucial role in enhancing guest satisfaction and loyalty by providing timely and accurate information about our services and offerings. This position requires a proactive approach to problem-solving, as you will need to address guest concerns efficiently and effectively. Ultimately, your efforts will contribute to the overall success of our hospitality operations and the reputation of our brand in the industry. Qualifications - High school diploma or equivalent - Proven experience in customer service or a related field - Strong verbal and written communication skills Requirements - Experience in the hospitality or tourism industry - Familiarity with reservation systems and customer relationship management (CRM) software - Multilingual abilities are a plus Responsibilities - Respond to guest inquiries via phone, email, and chat in a timely and professional manner - Assist guests with reservations, modifications, and cancellations while ensuring accurate information is provided - Handle guest complaints and issues with empathy and a focus on resolution, escalating when necessary - Maintain up-to-date knowledge of our services, promotions, and policies to provide accurate information to guests - Collaborate with other departments to ensure seamless guest experiences and address any special requests Skills - Excellent communication and interpersonal abilities - Problem-solving skills - Attention to detail - Time management skills - Familiarity with hospitality software (preferred)

• Support delivery of Discretionary Welfare Fund (DAF) contract work via online, telephone and postal applications. • Act as first point of contact for applicants and system administrator for the NEC system. • Process emergency payments and individual assistance grant applications. • Managing and processing data in a fast-paced office environment. • Accurate data recording. • Liaise with applicants to process information into the DAF solution. • Undertake eligibility checks with the applicant. • Fully understand the legislation and criteria involved in awarding emergency payments and individual assistance grants. • Comply with Processing Services Customer Charter when dealing with all incoming and outbound calls in both English and Welsh. • Work as part of the team in achieving targets set by the Service Manager. • Deal with incoming and outgoing correspondence relating to Local Welfare Provision.