Job Description
Purpose of Role:
Interact with customers via all channels (emails, phones, chats) ensuring Travelstart provides an excellent Customer Experience at all times. The Guest Agent will:
*Ensure a positive customer experience when dealing with Travelstart.
*Be the first point of contact to clients who have made a booking or wanting to make a booking online.
*Maintain a high quality standard of tasks throughout all channels.
The following responsibilities pertain to all Customer Service tasks:
*Handle all relevant inbound and outbound calls as required.
*Respond to all relevant email correspondence with customers within stipulated time-frame.
*Action all relevant chat correspondence with customers.
*Filter all calls and direct requests and unresolved issues to respective departments after carefully assessing the need for this.
*Queue management and administrative tasks pertaining to Travelstart products and processes.
*Keeping records of customer interactions by documenting it in respective systems.
*Obtain and evaluate all relevant information to handle inquiries and complaints.
*Assisting other departments with specific duties when required.
*Providing excellent customer service adhering to quality and quantity standards as specified by Travelstart.
*Maintain report s on certain products and vouchers.
*Escalate to team manager about new developments / queries / irregularities picked up by customers or during dealing with customers.
Other:
*Other duties consistent and within the scope of the position.
Technical Skill Requirements:
*Efficient working knowledge of Amadeus or GDS.
*Minimum 1years experience in Travel essential.
*Knowledge of Customer Service Principles and Practices.
*Problem Analysis and problem-solving.
*Flexibility.
*English essential.
*Afrikaans or other languages is a plus.
Personal Competency Requirements:
*Customer Service orientation.
*Interpersonal skills.
*Communication skills – verbal and written.
*Listening skills.
*Being able to multitask.
*Diligent.
*Attention to detail.
*Accuracy.
*Team player.
*Self motivated.
*Proactive with a positive approach.
Location
Western Cape
Cape Town CBD
General Details
Any applicants not meeting the minimum requirements will not receive a response.
Please note that we reserve to right to amend, freeze the role or not hire. The final appointment will be at the discretion of Travelstart.
Good luck!
Application details
Farieda
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