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Job Description
- Investigate customer's problems and find solutions.
- Communicate with customers via phone, email, or letter.
- Hire, train, and terminate customer service agents.
- Provide scripts to read from during phone calls.
- Handle major incidents that cannot be resolved by agents.
- Resolve complaints and order issues.
- Ask customers to provide feedback on agents and customer service experience.
- Keep abreast of new company products and services.
- Oversee product exchanges and returns.
- Analyze data and statistics.
- Compile and print reports on overall customer satisfaction.
- Isolate and identify areas of improvement.
- Train agents on how to adequately address problem over the phone or how to write correspondence.
- Work with management on customer service initiatives.
- Utilize social media to respond to customer complaints and praise.
Job Requirements
- Minimum of 1 year relevant experience within a Customer Support environment.
- Experience 2-4 years in the travel industry.
- Minimum of 1 year experience in Amadeus GDS.
- Proficiency in English.
- Experience of working within a busy, fast paced and demanding environment with the ability to work accurately and within strict timescales.
- Ready to travel internationally to fulfill any required tasks.
- High standard of computer literacy, including experience of setting up reports to show performance and progress against department KPIs.
- Demonstrate ability to communicate information and develop individuals to improve their knowledge and skill set.
- Excellent knowledge of leadership methods and techniques.
- Working knowledge of customer support software, databases and tools.
- Ability to think strategically and to lead a team of CSR.
- Flexible with the rotational shifts 24/7