Customer Service Agent Jobs

Our client, a travel agency, is looking for a CUSTOMER SERVICE AGENT for their Central Reservations Office.

As a CUSTOMER SERVICE AGENT, you will handle inbound and outbound calls from direct consumers, travel agents, and/or members from our client's loyalty clubs who are excited and ready to plan their next vacation. As a subject matter expert, you will become a brand ambassador for our client's Hotels and Resorts and any other hotels and resorts they have in their portfolio, by providing information on resorts, amenities, things to see and experience in the area and making recommendations based on the customer’s interests that you will learn throughout the call. To be successful, you must confirm reservations to one of the hotels in the portfolio, and offer additional products such as travel protection, transfers, and hotel add-on services. Successful Agents are sales driven individuals, have a passion for learning, have a competitive edge and are hard working.

JOB DUTIES:

• Receive inbound calls and make outbound calls.
• Utilize solid judgment, product and technical knowledge, and problem-solving, to offer detailed insight and alternatives to help customers book their dream vacation(s).
• Identify customers’ needs by asking clarifying questions to effectively promote products and services and articulate the features and benefits.
• Be productive and engage in positive interactions, effectively meeting the needs of customers while reinforcing trust.
• Remain open to providing and receiving feedback; work with your supervisor and manager to develop and hone your skills.
• Take action to proactively learn the latest information, report customer impacting concerns, think outside the box on customer resolutions, and share best practices with others.
• Educate customers on the details of products and services through proactive communications.
• Create a positive work environment by maintaining the highest level of ethics and integrity consistent with our client's hotels and resorts.
• Create loyalty by serving as a brand spokesperson while demonstrating a variety of selling techniques resulting in sales of products and services.
• Demonstrate a passion for excellence, a love for selling, and an innate ability to solve problems to meet customer’s needs.

REQUIREMENTS:

• High School Diploma or Equivalent.
• Quickly learn and apply latest information; be open to change.
• Unlimited destination knowledge preferred with a special focus on Cancun, the Riviera Maya (Mexico), Negril (Jamaica), and Punta Cana (Dominican Republic).
• Positive attitude, self-motivated, and energetic.
• Bilingual English/Spanish (Portuguese and/or French a plus)
• Team-centric and positively motivated to delight our members and their guests.
• Strong computer proficiency and comfortable learning new computer applications.
• Exceptional listener with the skill to effectively communicate.
• Minimum 1 year experience in the travel or hospitality industry preferred.
• Able to work within a team environment.
• Minimum two years sales experience preferably within a call center.
• Enjoy talking to different people every day.
• Must be flexible to work within the call center hours and be flexible with schedule to suit business needs.
• Solid ability to multi-task with strong computer navigation capabilities.
• Able to prioritize multiple tasks, convey a sense of urgency and remain detailed oriented in a fast-paced environment.
• Must be detail-oriented and manage time well.
• Able to exercise good judgment in making decisions.
• Must be able to work remotely and have an office-like space with high-speed internet access.
• Demonstrate ability to achieve and exceed sales and quality goals.

THIS IS A REMOTE POSITION OPEN TO US LEGAL RESIDENTS

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