Reservations Ticketing Agent

Job Overview:

We are looking for a talented Customer Service Agent to provide exceptional support to our customers. The ideal candidate will have a passion for delivering excellent service, strong communication skills, and the ability to resolve issues promptly and effectively.

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Key Responsibilities:

Provide friendly and efficient customer service via phone, email, and live chat channels.

Respond to customer inquiries regarding flight bookings, hotel reservations, tour packages, and other travel-related services.

Handle customer complaints and concerns professionally and empathetically, aiming to resolve issues on the first contact.

Assist customers in navigating our website, completing bookings, and managing their reservations.

Escalate complex or unresolved issues to a senior customer service representative or manager as required.

Maintain accurate and up-to-date customer records and case notes in our CRM system.

Stay updated with product and policy changes to provide accurate and relevant information to customers.

Meet or exceed performance targets related to customer satisfaction, response time, and first contact resolution.

Participate in training sessions and coaching to continuously improve customer service skills.

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Qualifications and Experience:

Bachelor's degree or equivalent work experience.

Minimum 3 years of experience in a customer service role.

Strong communication skills, with the ability to interact effectively and professionally with customers and colleagues.

Excellent problem-solving abilities, with a focus on resolving customer issues promptly and effectively.

Familiarity with GDS systems like Travelport, Amadeus, Sabre and other customer service tools and technologies.

Ability to multitask and prioritize competing demands in a fast-paced environment.

Flexibility to work various shifts, including evenings, weekends, and holidays.

Ability to work independently and collaboratively as part of a team.

Online understanding of B2B, B2C, corporate tools is a plus.

Full time