Job Description
Do you want to work in a dynamic online travel agency? Do you dream of providing world class customer service to our clients? Travelstart is looking for a revolutionary Customer Service Specialist. As the Specialist you will be required to lead and motivate your agents to deliver world class support to our clients. We aim to provide first call resolution. The exceptional candidate will have a proven track record of driving and delivering world class service in an eCommerce contact centre environment. You will be a strong leader who can drive your team to reach their individual and team targets and overall business key performance deliverables. You will be agile and love change.
Core Skills:
- Customer Centric Focus - Drive excellent customer service, Demonstrate the ability to manage and provide services to a diverse client base, Build excellent relationships with clients ensuring they always return to Travelstart and drive one call resolution.
- Leadership - Lead and motivate your team, maintain regular and reliable attendance, including daily schedule as assigned, flexible with working schedule; may be expected to work weekends, holidays/events and ability to work overtime as dictated by business need; most often occurring in the weeks surrounding the Christmas holiday season.
- Creative Problem Solving - Proactive, solutions-driven, data driven decision-making, quick and accurate solutions, ability to quickly and effectively prioritise work time in various departments to meet business need and ability to maintain composure in highly escalated situations.
Responsibilities:
- Ensure that all clients receive world-class customer service;
- Drive one call resolution;
- Sustain an answer call rate within Service Level Agreement;
- Manage Queue, Chats and Email within Service Level Agreement;
- Drive, motivate and inspire the Customer Experience Team;
- Resolve escalations in a creative and timeous manner and where necessary involve the Operations QC Manager and/or Operations Manager;
- Continually look for ways to automate and improve the Customer Experience Team; and
- Analysing dashboard trends and making appropriate recommendations.
Salary
Market-related
Required Qualifications
Qualification:
Technical skill requirements:
- Amadeus;
- Mango, Safair TMS;
- Aladdin;
- Redmine;
- Kayako;
- Quemetrics;
- Hotels and cars;
- Microsoft Office; and
- Excellent verbal and written communication skills.
Location
Western Cape
Cape Town CBD
General Details
Listed below are the minimum requirements with regards to personal competency requirements needed for this role:
- Experience in a Leadership role;
- Proven track record of delivering world-class customer service;
- at least 3 years' experience in travel/airline;
- Strong leader;
- Goal-oriented;
- Inspirational;
- Creative;
- Solutions driven;
- Analytical thinker; and
- Effective communicator.
Travelstart positions are open to South Africans or Permanent Residences of South Africa only.
If you are interested in this GREAT opportunity email your CV to hr@travelstart.com with
Customer Service Specialist in the subject line.
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
Zarah
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