Call Center Agent - Travel - Century City, South Africa

Job DescriptionMain purposeThe key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly. Key responsibilities:• Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer value at first point of contact• Identify and understand customer needs in order to provide a consistently high quality service• Effectively promote the client's products and enhance customer experience and loyalty• Provide accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service• Escalate any queries, complaints and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner• Ensure action is taken to increase customer retention, loyalty and build a credible reputation• Operate customer related information systems (GDS) to the required standard maintaining accurate and secure records• Understand and adhere to the company and department standards, policies and  procedures• Adhere to procedures, in particular, to promote a culture where customers are treated fairly and are properly informed.Experience, knowledge, skills and attributes required:• 2 years' experience in the travel, tourism or customer service industry• Grade 12 or equivalent• 12 months travel and tourism training or relevant training advantageous• GDS training system, preferably Amadeus, Sabre & Galileo• Knowledge of airline industry  with basic knowledge of fares and ticketing and intermediate knowledge of a GDS• Excellent understanding or experience of delivering great customer service to a customerQualificationsKey requirements:• A Matric/Grade 12 Certificate or equivalent;• Travel and Tourism qualification would be advantageous but not essential.Additional Information