Customer Service Agent at Universal Careers

Duties

• Dealing with enquires via telephone or email
• Attending to reservation, ticketing reissues and refund requests. Domestic and International travel requests
• Advise customers on international visas needed/ cancellation/change fees.
• Develop on going professional relationships with corporate clients.
• Managing client issues.
• Preparing quotes and distribution of travel itinerary.
• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when the need arises.
• Build sustainable relationships and engage customers by going the extra mile
• Keep records of all conversations in our call center database in a comprehensible manner
• Meet individual/team qualitative and quantitative targets
• Ensuring a positive Customer Experience throughout the customer
• life cycle.
• Ensuring that Customer Feedback is used to improve the website,
• communication and internal processes where applicable
• Monitoring and ensuring the smooth operations of all customer
• communication channels
• Other duties consistent and within the scope of the position
• Ad-hoc projects and support

Knowledge and Skills

• Strong GDS skills (preferably Amadeus) is mandatory
• Reissues refund processing and complex bookings.
• Good computer and Internet skills.
• Geographical and Industry awareness
• Ability to digest information from the internet and GDS system.
• Strong relational and communication skills.
• Strong oral, writing, negotiation and networking skills
• Good interpersonal skills and telephone manner.
• Be able to gain customer trust and close bookings immediately.
• Accurate administration skills to ensure 100% accuracy on customer booking.
• Stress management.

Job Requirements

• Minimum of 2 years’ experience in the travel Industry
• Bachelors degree
• Competent Amadeus User ( Mandatory )
• Customer friendly personality and skills are necessary
• Previous experience in a customer support role is mandatory
• Track record of over-achieving quota
• Strong phone and verbal communication skills along with active listening
• Experience with CRM systems and practices
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively

// No longer accepting applications //