Job Details
Skills And Tools:
Job Description
We are looking for passionate customer oriented agents who will assist our customers local & international in their travels booking , whether on holiday, friends visit or on business trips. Our customers come in the first place and our main goal is to help them with their inquiries & to win their satisfaction
What you should know?
You will communicate directly with our customers via phone call, email or chat and help them whether for online booking , sightseeing , memberships & support them in case of requesting any modifications on their booking. You will provide them with answers, support, and solutions while committing to ensure an extraordinary customer experience
What will you do?
We provide customer support on shift bases with below responsibilities
- Provides the highest quality customer experience and exceeds expectations of all internal and external customers by handling all questions, complaints, and inquiries with the highest degree of courtesy and professionalism.
- Research, analyze and resolve customer (internal and external) issues in an accurate and timely manner by using appropriate tools and resources to assess situations and create resolutions appropriate, while maintaining ownership of the issue.
- Assists customers, by handling questions, complaints, and inquiries via inbound calls, e-mail messages & Social Media interactions.
- Creatively solves customer issues and provides resolutions to the customer’s satisfaction. Escalates issues as needed in the fastest manner.
- Detailed documentation of customer incidents and resolutions in case records, emails, etc. in a proficient, accurate, and timely manner.
- Follow-up of customer cases and escalations to management, other departments, customers, etc. and posts resolutions to case records.
- Creates mails response letters to customers as needed.
- Perform up selling & sales tasks
- Achieves phone management metrics as determined for Contact Center Representatives.
- Establishes and maintains positive working relationships with peers, management, corporate, coworkers, and partners.
- Manages resources to ensure established service levels are achieved at all times.
- Must maintain up-to-date Customer Support Agent skill set.
- Must maintain confidentiality.
- Team player within department, company and network.
- While operating in service area, must have ability to periodically remain after shift ends & shift based
- Other duties assigned as needed
Job Requirements
What skills you need to have?
- Traveler-focused with the ability to work effectively and professionally with both internal and external customers.
- Ability to perform work activities requiring negotiating, instructing, persuading or speaking with others.
- Advanced analysis skills to include skill in situational analysis and risk mitigation. Demonstrated strong research skills in all lines of Business.
- Ability to work in high stress environment; managing stress in a professional manner and without disruption to the operation, employees, or customers.
- Track record of exhibiting good judgment and common sense. Skilled in fair and impartial judgment.
- Strong verbal and written communication skills. Ability to assess the customer and adjust communication style accordingly.
- Excellent interpersonal skills with ability to positively influence others.
- Strong organizational skills with ability to effectively manage competing priorities.
- Strong technical skills and computer knowledge, including all Microsoft Office Proficiency with Website and Functionality. (other software)
- Thorough and complete knowledge of travel industry procedures, policies and applications.
- Ability to identify business inconsistencies and to effectively multi-task and follow-through in a timely manner.
- Ability to adapt well to change with Strong attention to detail & Creative problem-solving skills
We are shifting the Hotel booking industry from Offline to Online , so if you want to be part of it and have what it takes, join us!
