Customer Service Associate

Looking for an opportunity where you can use your English language skills and build your career in the BPO industry

Join our team and support customers for a leading global account while delivering excellent customer service.

Responsibilities

• Navigate various air tools including the cruise reservation system, Sabre (airline system), airline web resources, SharePoint, CRM, and internal reporting
• Research alternatives and work directly with guest or travel when changes to the airline itinerary are requested or mandated
• Document all actions and communications within both the reservation and GDS systems
• Responsible for processing requests for ticket exchanges and refunds
• Provide accurate quotes, calculate additional fees, quote air prices, take payment and manually create airline reservations (PNR's) in Sabre
• Assist Travel Partners, Direct Guests and internal department users in making their air arrangements.
• Secure and coordinate hotel accommodations as needed; escalate Cases as necessary
• If required (upskilling), handle overflow incoming calls from guests who are experiencing flight irregularities while en route to the ship and assist them in getting to the next port of call to meet the ship.
• Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to Perform any other job-related duties assigned by their supervisor or management

Qualifications

• Excellent command of English language, C1 CEFR level required
• Ability to work in a structured, faced – paced call center environment with strict time demands
• Ability to learn new skills and knowledge quickly and use the knowledge effectively in their work displays poise under pressure.
• Provide and facilitate the delivery of responsive and reliable solutions and information to targeted customers
• Customer Problem Resolution: Provide and facilitate the delivery of solutions and information to targeted customers
• Report information about major products to product groups, advising on potential improvements during the design and pre-release process