Customer Service Agent-Travel Support in DeLand, FL at Sykes

Date Posted: 1/11/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    DeLand, FL
  • Date Posted:
    1/11/2018

Job Description

Overview

 

 

 

 


Customer Service Agent – Travel Support

 

 

GENERAL PURPOSE:

Supporting banknig loyalty programs, this position is responsible for all aspects of travel management for clients. This includes conversing with customers through multiple communication mediums to determine destination, mode of transportation, travel dates, financial consideration and accommodations required. The position is also for booking and issuing airline itineraries, hotel reservations, car and train reservations through the GDS system.

 
ESSENTIAL DUTIES AND RESPONSIBILITIES: 

  • Adheres to SYKES policies on ethics and integrity.
  • Answer calls and emails promptly from clients who are requesting new travel arrangements or changes to existing itineraries and provide prompt customer service.
  • Assists in all aspects of arranging/booking travel including, air, rail, hotel, car and alternate ground transportation, including strong aptitude/understanding for booking exchanges.
  • Books and issues airline, hotel, car and other tour reservations through the GDS system, accurately and efficiently.
  • Maintains sufficient account knowledge to assist clients without delay.
  • Establishes and maintains strong relationships with clients.
  • Anticipates customer needs.
  • Researches complex travel rules and regulations for each client.
  • Researches and handles traveler complaints.
  • Provides travel expertise to clients.
  • Solutions mindset: passion to find the right solution for the customer (e.g., consultative skills), while also closing the sale and potentially up-selling the customer.
  • De-escalates customer situations, manage customer expectations and follow-up on customer commitments.
  • Maintains proficiency in programs, products and/or platforms assigned.
  • Maintains pertinent paperwork and records through data entry.
  • Communicates with team manager, team members and other teams regarding problems, solutions and trends.
  • Responsible for meeting established individual and team performance targets, which include customer service, productivity and quality standards.
  • Requires inbound, outbound (callbacks), and email communications to customers.
  • General database searching skills & handling.
  • May perform other additional duties and responsibilities as assigned.

 

SUPERVISORY RESPONSIBILITIES:
     

X
  

 
 

 

 

         None            Yes (See “General Management Duties and Responsibilities” addendum)

 

EDUCATION and/or EXPERIENCE:

High School diploma or equivalent required, Associates degree preferred. Two to three years GDS experience (preferably Sabre), travel agency and/or airline experience preferably within a corporate environment; or equivalent combination of education and experience. Experience with international offerings will be highly advantageous.
 

Job Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Fluency and comprehension in the language requirements for the specific point of sale (spoken and written), as verified by an Egencia-approved formal test.
  • Accent neutral verbal/written communication skills as verified by an Egencia-approved formal test if applicable.
  • Excellent written and oral communications skills.
  • Excellent telephone skills, including a professional demeanor portrayed to customers demonstrated through ability to ask probing questions, ability to communicate with sense of urgency.
  • Strong listening skills (active listening; able to appreciate the context of the business traveler’s experience).
  • Demonstrated high-level of skill in reservations, reissues / exchanges, ticketing and customer service.
  • Excellent time management.
  • Knowledge of Internet Explorer.
  • Ability to multitask in multiple windows of activity and navigate web applications on a single computer screen to solve issues for customers.
  • Knowledge of international exchange rate calculation and taxes.
  • Experience and success in telemarketing/ sales preferred.
  • Fast accurate typing skills (typing 35 wpm as verified by a formal test).
  • Fast computer navigation skills (e.g., Web applications, shared folders, operating system Windows).
  • Basic math skills (adding, subtracting and basic calculations).
  • Geography skills (countries around the world, latitude, longitude or an aptitude to learn).
  • International faring skills (or an aptitude to learn).
  • ISP skills: sign-up, install, connection, messaging (chat, e-mail), navigation, online support, etc.
  • Proficiency in a multi-system environment.
  • Quick learner: ability to ramp up quickly and act on feedback constructively.

 

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

While performing the duties of this job, the employee is regularly required to speak and listen.  The employee frequently is required to sit.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee may occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, and ability to adjust focus.

 

COMMITMENT TO ETHICS AND EQUAL EMPLOYMENT OPPORTUNITY:

Sykes Enterprises, Incorporated is firmly committed to conducting business in compliance with the letter and spirit of the law and other accepted standards of business conduct as reflected in the company's policies. SYKES is proud to be an equal employment opportunity employer.  SYKES is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, national origin, ancestry, citizenship, disability/handicap, marital status, veteran status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. EEO.

 

DISCLAIMER:

The preceding position description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position.  It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this position.

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