Travel and accomodation customer service agent

Position Summary

This position involves delivering excellent customer service to our customers. It is an exciting opportunity to work with one of the most recognised websites in the world and offers you a chance to experience the professional world of customer service. It is also an opportunity to bring your skills to our organisation while providing a quality service to our customers and clients.

Role:

·      Provide continuous customer service to our Customers via telephone and other electronic mediums.

·      Develop expertise in assigned Client’s Line of Business (LOB).

·      Deliver individual Performance based on Metrics and Related Targets.

·      Drive Customer issue resolution.

·      Protect Customer PII data.

·      Responsible for delivering timely, accurate customer support and providing a high degree of customer service satisfaction.

·      Achieve and maintain service level statistics as defined.

·      Track & document customer problem information.

·      Demonstrates understanding and commitment to protecting customers privacy and information.

·      Successfully complete training activities to maintain product currency, and to broaden product knowledge.

·      Participate in coaching and demonstrate a commitment to personal improvement.

·      Provide feedback to help improve the process, policies, tools, etc.

·      Ensure data integrity, accuracy, and timeliness.

·      Perform services consistent with quality standards and procedures based on training and coaching received.

·      Maintain an acceptable level of productivity and timeliness.

·      Continually develop customer service skills.

·      Promote the client culture along with your colleagues.

Requirements:  

·      Leaving certificate or equivalent.

·      Fluency in English and French.

·      Excellent Customer service skills.

·      A minimum of 1-year customer service experience, preferably in a call center environment.

·      Passion for the customer and customer experience.

·      Excellent communication skills: verbal, written, probing & reading

·      Excellent listening skills 

·      Ability to gauge customer ability and modify delivery skills accordingly

·      Minimum typing speed of 25 wpm as verified by a formal test.

·      Ability to explain information in a way that is easy to understand.

·      Ability to handle difficult or irate customers effectively.

·      Ability to set expectations and deliver information in a positive way.

·      Ability to learn quickly and adapt to high change environment

·      Adapts well to changing circumstances, direction, and strategy.

·      Takes responsibility and ownership

·      Must be passionate about helping customers

Training: 4 weeks, Monday-Friday, 9am-5:30pm

Production hours: Monday-Sunday, flexibility from 6am-10pm for shift patterns