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Expedia Bilingual Travel Support 3/25/2019 in Boise, ID at SYKES JOBS

Date Posted: 3/6/2019

Job Snapshot

Job Description

Job Title: Customer Service Agent .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: a 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.
EDUCATION and/or EXPERIENCE:
  • High School diploma or equivalent required,
  • 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.
QUALIFICATIONS:
  • 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 Egencia-approved formal test if applicable
  • Excellent written and oral communications skills.
  • Excellent telephone skills, including a professional demeanor, portrayed to customers demonstrated through the ability to ask probing questions, ability to communicate with a 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 navigateweb applications on a single computer screen to solve issues forcustomers. 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 aformal test).
  • Fast computer navigation skills (e.g., Web applications, sharedfolders, operating system Windows).
  • Basic math skills (adding, subtracting and basic calculations). Geography skills (countries around the world, latitude, longitudeor 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 feedbackconstructively.

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