Key responsibilities:
⢠Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer value at first point of contact
⢠Identify and understand customer needs in order to provide a consistently high quality service
⢠Effectively promote the clientâs products and enhance customer experience and loyalty
⢠Provide accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service
⢠Escalate any queries, complaints and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner
⢠Ensure action is taken to increase customer retention, loyalty and build a credible reputation
⢠Operate customer related information systems (GDS) to the required standard maintaining accurate and secure records
⢠Understand and adhere to the company and department standards, policies and procedures
⢠Adhere to procedures, in particular, to promote a culture where customers are treated fairly and are properly informed.
Experience, knowledge, skills and attributes required:
⢠2 yearsâ experience in the travel, tourism or customer service industry
⢠Grade 12 or equivalent
⢠12 months travel and tourism training or relevant training advantageous
⢠GDS training system, preferably Amadeus, Sabre & Galileo
⢠Knowledge of airline industry with basic knowledge of fares and ticketing and intermediate knowledge of a GDS
⢠Excellent understanding or experience of delivering great customer service to a customer