Customer Support Executive

   Job Title:      Customer Service Representative   

& Summary CSRs on this program will be responsible for interacting with customers to provide and process information in response to a service inquiry, concerns, and requests about their hotel reservation(s). This role is also responsible for executing and accurately utilizing applications (Zendesk, NICE Incontact) as it pertains to our customer and affiliate inquiries while coordinating with various groups including Credit, Partner Service, Outbound and Relocation groups to facilitate any item(s) needing attention that relates to customer account status. Essential Duties and Responsibilities Specific duties as a Customer Service Representative include: & & Organized and thrives in a complex work environment, balancing multiple task and priorities and responding promptly to customer inquiries. & Always ensuring a high-level customer service experience with every interaction & Ability to correspond courteously & professionally via email and phone & Handle queues for areas of responsibility to ensure response time and quality goals are meet & Ability to identify and make effective decisions based on level of authority to resolve, and escalate to other resources to provide resolution in a timely manner & Attention to detail and ability to learn and retain knowledge of services and offerings & Create claim refunds for eligible guests under our policy guidelines & Liaising with guests and/or affiliates to resolve medium to high complexity issues via phone and or email on various topics such as but not limited to confirmation of reservations, modifications, special requests, cancellations, requests for information, payment related information & Providing accurate, valid, and complete information by using the right tools, methods, and processes, for a positive customer service experience. & Have a problem-solving and solutions driven mentality & Navigating different online tools (Zendesk, Incontact) and other hotel partner websites to locate and provide accurate information, following set process and procedures & Respond promptly to customer inquiries. ( via ticketing in Zendesk) & Strong verbal and written communication skills & Handle and resolve customer complaints. & Ensure that refunds are applied timely and accurately to each customer account. & Provide excellent service and communication through phone and email with customers, affiliates, and hotels/suppliers. & Route direct requests and unresolved issues to the designated resource based on inquiry. & Handling escalated inquiries from travelers who have run into an issue or concern with their hotel booking. & Seek to understand the customer 's needs; research & analyze the inquiry to provide options that best meet the needs of the customer & Coordinating with 3rd party agents to resolve the travel and hotel booking inquiries. & Working with other hotel partners to assist travelers with their service inquiry. & Capable of resolving complex issues without Supervisor guidance & Goal oriented and willing to exceed expectations & Works quickly without sacrificing the quality of work (QA Scores should be >85%) & Able to juggle multiple tasks at once (i.e., checking the knowledge base, updating the CRM and taking notes in your helpdesk), all while attending to the customer s needs & Will be expected to handle inbound service & sales calls based on business needs & CSRs are expected to resolve 10 tickets per hour (>=80 tickets per day) & Adhere to the schedule allotted by the leader (>90% adherence required) & Taking ownership of the tickets (i.e., you are responsible for the tickets assigned to you, and should be solved in a given time frame) & Other duties may be assigned as necessary & Qualifications for the position: As an Outbound Customer Service Representative, you will be interacting with guest and affiliates across the globe and must have the ability to display and provide excellent communication, both written and verbal. It is also required to have at minimum intermediate level computer skills i.e. Microsoft Office and Internet search skills to support and resolve inquiries. Specific qualifications for the Customer Service Representative position include: & Ability to assist with planning and arranging travel inquiries while collaborating with all departments. & Strong geographical skills. & Experience dealing with irate customers and following cash applications or accounts receivable guidelines. & 1-2 years of experience within the travel hospitality/airline industry and or customer service preferred. & Proficiency in the Microsoft Office Suite and advanced Internet skills (Word, Outlook, PPT and Excel). & Excellen...