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Customer Experience Specialist

4 months ago

Richmond, United States Insight Global Full time

Insight Global is looking for a Customer Experience Specialist to join one of our fastest-growing clients in the travel industry. This key role will ensure we are delivering a customer-first, best-in-class service to our valued users and will be pivotal in setting the bar for standard and excellence in the travel space.

Responsibilities:

  • Be customer obsessed and set the highest bar for customer care in our industry. This role will be key in developing a top-notch reputation for our growing brand - one that is known for excellence, speed, empathy, proactivity and positivity.
  • Handle incoming calls and digital inquiries from our US customers who are traveling stateside and abroad.
  • Provide real-time support related to travel inquiries & emergency events.
  • Collect & monitor travel intelligence information.
  • Interact with travel & medical providers.
  • Effectively manage customer contacts across various channels of communication, including phone, e-mail and chat.
  • Efficiently handle customer complaints with empathy, knowledge and understanding.
  • Complete customer requests in a friendly, professional and timely manner.
  • Work collaboratively across teams and departments to help solve any matter at hand.

Qualifications:

  • Native English speaker must
  • Ability to work in the afternoon/evening (4.30 PM - 1.30 AM) EST
  • Excellent verbal & written communications skills
  • Ability to display great time management and prioritize workload while remaining organized and efficient
  • Proven experience in customer service/call center roles
  • Familiarity with American customer service and culture
  • A medical and/or travel background - a plus
  • Tech-oriented