Universal careers - Our client, a renowned Travel Company is looking for Customer Service Agents that will be the liaison between their company and its current and potential customers.

The successful candidates will be able to accept ownership for effectively handling customer complaints and inquiries keeping customer satisfaction at the core of every decision.

Customer Service Agent



    Dealing with enquires via telephone or email
    Attending to reservation, ticketing reissues and refund requests. Domestic and International travel requests
    Advise customers on international visas needed/ cancellation/change fees.
    Develop on going professional relationships with corporate clients.
    Managing client issues.
    Preparing quotes and distribution of travel itinerary.
    Manage large amounts of inbound and outbound calls in a timely manner
    Follow communication “scripts” when handling different topics
    Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
    Seize opportunities to upsell products when the need arises.
    Build sustainable relationships and engage customers by going the extra mile
    Keep records of all conversations in our call center database in a comprehensible manner
    Meet individual/team qualitative and quantitative targets
    Ensuring a positive Customer Experience throughout the customer
    life cycle.
    Ensuring that Customer Feedback is used to improve the website,
    communication and internal processes where applicable
    Monitoring and ensuring the smooth operations of all customer
    communication channels
    Other duties consistent and within the scope of the position
    Ad-hoc projects and support

Knowledge and Skills

    Strong GDS skills (preferably Amadeus) is mandatory
    Reissues refund processing and complex bookings.
    Good computer and Internet skills.
    Geographical and Industry awareness
    Ability to digest information from the internet and GDS system.
    Strong relational and communication skills.
    Strong oral, writing, negotiation and networking skills
    Good interpersonal skills and telephone manner.
    Be able to gain customer trust and close bookings immediately.
    Accurate administration skills to ensure 100% accuracy on customer booking.
    Stress management.

Job Requirements

    Minimum of 2 years’ experience in the travel Industry
    Bachelors degree

    Competent Amadeus User ( Mandatory )
    Customer friendly personality and skills are necessary
    Previous experience in a customer support role is mandatory
    Track record of over-achieving quota
    Strong phone and verbal communication skills along with active listening
    Experience with CRM systems and practices
    Customer focus and adaptability to different personality types
    Ability to multi-task, set priorities and manage time effectively


Interested and qualified candidates should apply below

Apply here

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