Reservations Ticketing Agent
Job details
Job Overview: We are looking for a talented Customer Service Agent to provide exceptional support to our customers. The ideal candidate will have a passion for delivering excellent service, strong communication skills, and the ability to resolve issues promptly and effectively. Key Responsibilities:
- Provide friendly and efficient customer service via phone, email, and live chat channels.
- Respond to customer inquiries regarding flight bookings, hotel reservations, tour packages, and other travel-related services.
- Handle customer complaints and concerns professionally and empathetically, aiming to resolve issues on the first contact.
- Assist customers in navigating our website, completing bookings, and managing their reservations.
- Escalate complex or unresolved issues to a senior customer service representative or manager as required.
- Maintain accurate and up-to-date customer records and case notes in our CRM system.
- Stay updated with product and policy changes to provide accurate and relevant information to customers.
- Meet or exceed performance targets related to customer satisfaction, response time, and first contact resolution.
- Participate in training sessions and coaching to continuously improve customer service skills.
- Bachelor's degree or equivalent work experience.
- Minimum 3 years of experience in a customer service role.
- Strong communication skills, with the ability to interact effectively and professionally with customers and colleagues.
- Excellent problem-solving abilities, with a focus on resolving customer issues promptly and effectively.
- Familiarity with GDS systems like Travelport, Amadeus, Sabre and other customer service tools and technologies.
- Ability to multitask and prioritize competing demands in a fast-paced environment.
- Flexibility to work various shifts, including evenings, weekends, and holidays.
- Ability to work independently and collaboratively as part of a team.
- Online understanding of B2B, B2C, corporate tools is a plus.
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