Role Description Mercier Consultancy Group is looking for a Croatian Speaking Reservations Agent to join their team supporting Booking.com operations in Greece. This role provides an excellent opportunity to work in the travel and hospitality industry, assisting Croatian-speaking customers with their accommodation booking needs. - Assist Croatian-speaking customers with accommodation reservations via phone, email, and chat. - Provide accurate information about properties, pricing, and Booking.com policies. - Handle booking modifications, cancellations, and special requests efficiently. - Resolve customer queries and issues with professionalism to ensure high satisfaction levels. - Maintain detailed records of customer interactions and bookings using Booking.com's reservation system. - Work collaboratively with team members to achieve service quality and customer satisfaction goals. Qualifications - Fluency in Croatian (spoken and written) is required; proficiency in English is a plus. - Experience in reservations, customer service, or hospitality industry is preferred. - Strong communication skills and a customer-oriented approach. - Familiarity with online booking platforms and CRM systems is advantageous. - Ability to handle pressure and resolve challenges proactively. - Willingness to work in Greece; relocation assistance may be provided. - Self-motivated and able to work both independently and collaboratively within a team. Benefits - Fully Paid Relocation Package - Competitive monthly Salary - Monthly Performance Bonus - Fully Paid Training - Health Insurance - 2 Extra Salaries Per Year - And Much More...

• Provide the highest level of service to our community in each and every case • Interact with Airbnb customers and community members through all current and future channels • Take end-to-end ownership of all assigned cases • Demonstrate ownership mentality & good judgment as well as skill to question, adapt, and deviate from the workflow when needed • Be highly receptive to feedback from Management and Quality • Resolve user issues quickly and to a high level of mutual satisfaction

• Supports after-hours calls to triage urgent clinical needs of patients, caregivers, and referral sources. • Supports several local Patient Registration teams on new patient referrals, helping to ensure the accuracy of information collected. • Works efficiently to meet standardized performance metrics for calls and referrals. • Communicates coordination of care information with team members, patients/caregivers, referral sources and home health agencies. • Provides quality customer service during all caller and workplace interactions. • Maintains organized file system for document tracking and patient management/follow up. • Ensures compliance with any applicable State and/or Federal laws, accrediting requirements and company policies. • Maintains confidentiality of patient information. • Works independently on other projects as assigned. • Completes Company mandated and position specific training assignments timely and according to policy. • Performs other duties as assigned.

• Serve as the primary point of contact for providers, delivering accurate and timely assistance to inquiries such as claims status, benefit eligibility, prior authorization, etc. • Utilize client-required systems and tools efficiently while adhering to established processes and compliance standards. • Handle a wide range of provider interactions while maintaining brand voice and building trust. • Demonstrate professionalism and empathy in every interaction, ensuring a positive customer experience aligned with client expectations. • Meet or exceed key performance indicators (KPIs), including response time, resolution accuracy, and customer satisfaction scores. • Participate in continuous improvement efforts and team initiatives. • Engage in ongoing training and upskilling to maintain and enhance performance. • Accurately document all interactions and outcomes in client systems to support reporting, analytics, and compliance obligations. • Monitor and validate AI outputs to ensure accuracy, compliance, and alignment with customer standards. • Review, correct, and approve AI-generated responses across workflows and simulations. • Provide detailed feedback on AI performance, documenting errors, hallucinations, and improvement opportunities. • Collaborate with managers, supervisors and engineering teams to refine prompts, improve model behavior, and support continuous tuning of AI systems. • Maintain strong knowledge of customer knowledge bases, SOPs, and compliance requirements to ensure AI responses adhere to regulatory and brand guidelines.