Job Description

CUSTOMER SERVICE REPRESENTATIVE (Travel)Role Summary:The Customer Service Representative, or CSR, will act as an expert and liaison, providing product/services information and resolving any emerging problems that the company's customer accounts and clients might face with accuracy and efficiency. In addition to this, you will become and act as the expert in the application features and functions of the platform. The target is to ensure excellent service standards, and respond efficiently and fast to customer inquiries and issues while maintaining high customersatisfaction.Core Duties and Responsibilities:

• Develop strong customer relationships and will be responsible to resolve queries of the customers through phone (OUTBOUND AND INBOUND CALLS), e-mail and chat in a fast and professional manner

• Creating a positive company experience for the customer, vendors, and suppliers

• Providing accurate information about the company's products or services including their platform

and answering questions

• Escalating technical support issues when encountered

• Manage and take ownership of the resolution process for all customer-related issues

• Understand platform issues, test the systems, and escalate when needed

• Ability to quickly articulate technical and service values to solve issues

• Ability to learn quickly and maintain current, comprehensive knowledge of client's products and

services including their platforms and systems

• Ability to effectively navigate through multiple web applications and multiple web chat, platform sessions simultaneously in a prompt, friendly, and professional manner

• Keep confidential records and financial information private and secure.

• Record details of customer contacts and action is taken - document in systems and use tickets

• Other duties may be requested for support including administrative and testing of platform and systems

Additional Duties and Responsibilities: Ticketing knowledge Communicating with the airlines, vendors, and cross-department when needed Keep high satisfaction standards and exceed crew members' expectations when managing bookings and requests Resolve queries by applying established company standard procedures and tactics Addressing, preempting, and solving issuesMinimum Requirements: Knowledgeable in handling multiple queries, tickets Must have good conversational oral and written skills in English Preferably with two (2) years of experience in the Travel industry and expertise in handling calls, emails, and chat (no GDS required)Qualifications:

• At least a High school diploma

• Previous customer service experience

• Knowledge of customer service principles and practices

• Comfortable with technology

• Adaptable and fast learner; think fast and outside the box for quick solutions

• Track record of over-achieving quota

• Strong phone handling skills and active listening

• Customer orientation and ability to adapt/respond to different types of characters

• Ability to multi-task, prioritize, and manage time effectively

• Ability to work under pressure and deadlines in a fast-paced environment

• Can start immediately

Key Skills and Competencies:

• Previous Customer service experience

• Excellent oral and written English communication skills

• Comfortable with technology

• Analytical and organizational skills

• Strong problem-solving skills

• Team-player and adaptable

• Schedule flexibility

• Energetic and ability to work independently and/or within the team

• Attention to details

• Strong computer literacy, typing skills of 30 wpm

A typical day may include:

• Carrying out a range of customer service activities, including solving problems, answering questions, and providing exceptional service

• Becoming and acting as the expert in the application features and functions of our platform

• Performing other administrative tasks, as required

Work Environment Requirement:

• Flexibility in shifting schedule

• Can work from home (temporarily)

• Owns a computer with good network connectivity

Job Types: Full-time, PermanentBenefits:

• Paid training
• Work from home

Schedule:

• 8 hour shift
• Evening shift
• Overtime
• Weekends

Supplemental Pay:

• 13th month salary
• Overtime pay

Education:

• Bachelor's (Preferred)

Experience:

• Customer Service Representative: 1 year (Preferred)

Language:

• English (Preferred)

Expected Start Date: 03/01/2022