Customer Service Representative, Travel Concierge - DeLand, FL - SYKES JOBS

Date de Publication: 11/7/2019

Résumé de l'offre

Description de l'offre

Elite Travel Consultant

SYKES, a customer service global outsourcer that provides customer-engagement services to Global 2000 companies, is looking for a full-time Elite Travel Consultant. Our team members take pride in helping people one caring interaction at a time. Every time a SYKES professional takes a call they have a chance to go above and beyond for the customer of our clients that will result in a positive impact for their brand.
Position Overview:
This role will be working for a major market client in travel. The individual will be expected to deliver exceptional service to an elite customer base. They must possess strong negotiating and influencing skills, superb problem- solving skills, demonstrate excellent verbal and written communication skills, and have a strong work ethic with a positive attitude and professional telephone and email etiquette. We are looking for individuals that are flexible and have a passion for, and/or experience with travel.

  • Demonstrate excellent verbal and written communication skills while providing superior service via telephone and/or email
  • Possess strong negotiating and influencing skills as well as superb problem-solving skills to enable desired outcomes that will benefit both the customer and the client
  • Be able to quickly learn and adapt in a fast-pace environment and swiftly act on constructive feedback
  • Be a good listener that will ask the right probing questions to identify a problem and swiftly work to resolve them
  • Possess a solutions mindset with a goal to resolve for the customer’s need within the first contact while anticipating and proactively offering appropriate value add services and support to enhance the customer’s trip
  • Able to handle complex issues and de-escalate potential irate customers while positively representing the client’s brand
  • Possess strong organizational skills and be able to provide timely follow-up (when necessary) until issue is resolved
  • Able to deal effectively with job stress, angry callers, and upset customers while maintaining a positive attitude and delivering superior service
  • Identify process improvement opportunities and communicate effectively to team leader recommended solutions
  • Uses an effective approach to handle special events that may result in call backs, holds, interruptions, and unintentional disconnects
  • Supports and correctly follows company procedures to manage requests and complaints and performs consistently with the team’s objectives
  • Able to manage multiple software programs while effectively conversing with the customer
  • Excellent interpersonal skills

Minimum Qualifications
  • Must be 18 years of age or older with a High school degree or equivalent (required)
  • College degree (preferred)
  • Minimum 1 year of call center or customer service experience, verifiable through reference checks or interview notes to be made available to Expedia for review or audit
  • At least 3 years of travel experience (preferred)
  • GDS experience for Service Agents (desirable)
  • Self-motivated with the ability to work independently
  • Must be able to work flexible schedule with possible rotating shifts
  • Background/experience that indicates dependability and flexibility to execute on heavy call and case volumes in a fast-pace setting
  • Ability to embrace change
  • Strong interpersonal skills and demonstrated ability to work in a team environment
  • Creative problem-solving abilities/ability to think outside of the box
  • Excellent written and verbal communication skills
  • Ability to adapt to and support change within the business
  • Strong listening skills to be able to quickly identify customer needs
  • Spanish speaking is a plus
Technical Skills Required:
  • Typing 35 wpm as verified by a formal test
  • Strong knowledge of US and world geography
  • ISP skills: sign-up, install, connection, messaging (chat, e-mail), navigation, online support, etc.
  • Proficiency in a multi-system environment

Basic internet and web-based application skills

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