Responsibilities
- Answer inbound calls to assist customers, agents and internal staff in a clear, friendly and professional manner while adhering to established company and department guidelines.
- Meet performance metrics to include quality of call and call efficiency.
- Escalate customer service related issues when necessary to team lead, supervisor or manager.
- Address customer issues and ensure effective and long-term problem resolution by identifying cause and offering solutions.
- Work closely with the sales & operations department to assist with retention by identifying agents concerns.
- Work closely with the Technical Support department to assist with agent account and/or product inquiries.
- Open, read, and respond to emails on a daily basis.
- Participate in any/all training and educational activities necessary to fulfill at least the minimum requirements specified in your department goals.
- Adhere to privacy; confidential, proprietary company policies and procedures.
- To ensure that all reservations are recorded following established procedures with full and clear information and that they are inputted accurately and promptly into the systems.
- To ensure that all work meets company standards and is according to training given; all function paperwork must be accurate and complete, including coach chartering requirements, guest preferences, booking supplements and payment details
- Perform other tasks or responsibilities as requested by the supervisor or management on an as-needed basis
Requirements
- High School or equivalent experience and a minimum of 1 year of customer service experience preferably in the service related industry.
- Prior call centre experience a plus.
- Strong data entry skills and ability to navigate multiple systems.
- Attention to accuracy and detail in processing information.
- Strong organizational and interpersonal skills.
- Solid customer service etiquette.
- Willingness to work a flexible schedule and occasional overtime as needed.
- Possess good oral and written communication skills.
- Ability to maintain confidentiality.
- Ability to work independently as well as in a team.
Job Types: Full-time, Permanent
Pay: From $1,700.00 per month
Benefits:
- Additional leave
- Employee discount
- Health insurance
- Professional development
Work Location: In person