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
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
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.
Minimum of 2 years’ experience in the travel Industry
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
METHOD OF APPLICATION
Interested and qualified candidates should apply below