Meet the team: Justine

In our latest Meet the Team article, we welcomed another great addition to our agent support team, Justine. We chatted over a large mug of hot chocolate, and some Nutella topped Cinna-buns to find out a little bit more about her and her role at Room-Res.

Hi Justine. Thanks for taking time out of your busy day to have this catch-up. I knew the lure of a big mug of hot chocolate and a pastry would be enough to convince you, so let's find out what area of the business do you work in?
I'm really excited to have recently joined the Room-Res agent support team, providing solutions for all our agents that need help with their bookings. Whether it's a problem with the booking, a billing issue, or just about any problem, I take ownership to help our agents get the smooth and optimal experience they deserve.

You said you've recently joined, so how long have you been with Room-Res?
It's only been a month since I started, but I'm already no longer the new the new-kid, as I'm sure the Meet the Team readers will find out in the next article.

Where have you worked before?
Before joining Room-Res, I worked in Arline Services at Sydney Airport in the ground operations team. Being part of the front line customer service crew, I was responsible for everything that happened at the gate. From checking boarding passes to manoeuvring the sky bridge to the planes. It was a great introduction to customer service and being in a collaborative team environment (lots of moving parts).

Do you have any hobbies?
I love anything that involves the beach. Seriously, if I could find a way to work from the beach that would be perfect, in fact, you'd have to remind me to leave at the end of the day. Being outside, in the sun and the surf on a white sandy beach is definitely my happy place.

What do you love about Room-Res?
I love the team I work with. Apart from having lots and lots of laughs already, everyone has such as a positive approach to helping and supporting our travel agents, and I also think I can learn so much here for my career development.

Tell me about a time when you turned an unhappy agent into a delighted agent?
When I received a call from an agent who has lost hope in a non-refundable booking however after liaising with the supplier, we were able to get the hotel to agree to only penalize 30%, and so the agent was delighted to get more than half back.

Can you tell me about a time when you were proud of the level of service you gave an agent?
When an agent called up with a problem, and even though we could not solve her problem, the agent felt our sympathy and desire to help as much as we could, and she wasn't as discouraged as she was by the end of the call.

How is Room-Res going to improve their customer service levels this year?
Everyone at Room-Res is super focused on providing agents with a tool that helps their business, and that is contagious. You just want to go above and beyond on every support call, and help our agents as much as possible.

What are the most frequent queries you need to resolve?
I get a lot of questions about the best solutions to book multiple rooms for larger parties, which often involves searching out more specific information on room configurations.

What makes a good agency support representative?
Definitely patience and empathy, but you also need to be an excellent communicator, which means being able to listen and take note of the details. I'm still learning new things about Room-Res every day, but I make it my job to know everything our platform can do, so I'm ready to help with any issues that may come up. It's also essential to be able to multi-task to honour your deadlines and approach every task in a supportive and proactive manner.

Thanks, Justine, it's been great having your smiley face and cheerful vibe around the office over the past month, and thanks for giving such great support to our agents. We know they are thankful too.

In the next edition of Meet the Team we're going to attempt to get a non-technical answer from our CTO, who is the brains behind the code that makes Room-Res so good.

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