Customer Service Representative

2 months ago

Knoxville, United States IGT Solutions Full time

Role: Customer Service Representative

Location: Knoxville, TN (36972)

Mode: Work from Office


Job definition

Disclaimer: the duties and responsibilities described are not comprehensive, additional tasks may be assigned. Tasks and scope of the job may change based on the business needs.


PURPOSE OF THE ROLE


The Customer Experience Specialist - Flights is responsible for providing high quality customer support to Agoda customers, with a primary focus on flights and packages.

A Customer Experience Specialist - Flights is expected to champion customer satisfaction by demonstrating the highest level of professionalism, listening and engaging with the customer and providing an individualized solution that suits their needs.

For the individual to be successful, he or she should enjoy the challenge of problem solving and welcome the opportunity to find solutions in collaboration with our business partners.

The individual must have a strong ability to adapt to change, embrace ambiguity and contribute to an environment of shared learning and feedback.


ACTIVITIES PERFORMED ON THE JOB


  • Handling cases:
  • Receiving contacts from customers and suppliers (airlines) and providing needed assistance via the following communications channels: phone, email and chat
  • Making outbound contacts in order to proceed further with received requests
  • Proceeding with requests of flights cancellations or flight details’ amendments; providing information on bookings to the customers
  • Serving as backup for EN team when required due to business needs
  • Handling cases that need dedication skills or more difficult cases; cases are assigned to the agents by Team Managers or Team Captains
  • Follow-up on pending cases:
  • Following up on those cases where agents need to get updates from other departments such as IT Team or suppliers
  • Handling the pending cases that are assigned to the agents by Case Management team
  • Communication with other departments:
  • Providing feedback to Product team with assistance of Team Managers or Team Captains on new products of the company
  • Collaborating with Learning & Development team on corrections for the existing procedures and bringing suggestions for potential processes
  • Memos/updates on procedures and case handling:
  • Agents to be enrolled in online courses and complete them on time
  • Exchanging experience by working across language teams


BEHAVIORAL EXPECTATIONS / AGENT BEHAVIORS KPI


Take Ownership

Understand what’s important to customer / partner and do everything you can to resolve or escalate if needed.


Be part of the solution

Experiment & Measure

Embrace experimentation with positivity


Follow procedures but escalate if they don’t make sense for the customer/partner situation.


Ensure you understand a change or experiment, speak up, ask questions, and be part of seeking improvements.

Move Fast

Embrace change Expect change to happen and happen regularly.


Maintain a proactive and positive attitude to learning and keep yourself up to date.


Use new tools & flows and provide feedback early on so we keep improving.

Be The Best

Be constructive, respectful, and open to different perspectives and people.


Ask for feedback and learn from both successes and failures.


Understand, inspire, encourage, and recognize others.


Collaborate for team success.

Integrity

Follow our guidelines, stay ethical and fair even under pressure.


Be honest, it's okay to not know. When in doubt, ask before you act.


Be reliable, deliver with quality, and fulfill commitments.


• Collaboration • Being patient

• Eager to learn & willing to improve • Multitasking

• Embracing ambiguity • Forward thinking

• Accountability & reliability • Open-minded

• Contribution to open environment • Polite

• Open to feedback • Positive attitude

• Focused on the details • Ownership

• Teamwork • “Be the best”

• Continuous improvement: • Being patient

  1. Regularly identifies improvement opportunities
  2. Embraces successes and failures to learn and maximize the benefit
  3. Open and supportive of improvement opportunities


COMPETENCIES REQUIRED

Analytical Ability & Problem Solving

ability to visualize, articulate, conceptualize or solve both complex and uncomplicated problems using the data available

Effective communication (Verbal and written)

delivers, receives, and interprets ideas and information, presents information appropriately to a diverse range of audiences, and influences partner decisions

Customer orientation

interact and coordinate with customers and accommodation partners and internal departments to resolve issues

Flexibility and agility

ability to adjust behavior to new information and changing circumstances. Be open to new ways of doing things and always experiment with new methods. Works effectively in a dynamic environment

Result driven


driving high standards to accomplish challenging goals. Works hard to achieve them

Decision making ability

set a course of action purposely chosen from different alternatives to achieve company objectives

Time / workload management & prioritization

creating a work environment where tasks and responsibilities are accomplished successfully within the time available


QUALIFICATIONS, EXPERIENCE AND TRAININGS REQUIRED


Qualifications

High level written/verbal language & communication skills, advanced level English, BA degree preferred

Experience

experience in a multinational company is an advantage, experience in front desk, hotel management or contact center / back office is an advantage; experience in using Global Distribution Systems

Trainings

on-the-job training, CST Specialist Flight training, procedures, products


It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

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