Customer Service Representative

1 month ago

Knoxville, United States IGT Solutions Full time

Role: Customer Service Representative (Reservation / Hotel)

Location: Knoxville, TN (36972)

Mode: Work from Office

Shift Timing: 11.00 am -8.00 pm


Working Days: 5 Days a week (4 days in week & 1 day in weekend)


About company:

IGT Solutions is a next-gen customer experience (CX) company, defining and delivering AI-led transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing end-to-end CX journeys across Travel and High Growth Tech industries. Established in 1998, with a 100% focus on customer experience, IGT employs more than 25,000 customer experience and technology specialists providing services to 85 marquee customers globally. IGT’s global footprint consists of 30 delivery centers in China, Colombia, Egypt, India, Indonesia, Malaysia, Philippines, Romania, South Africa, Spain, UAE, the US, and Vietnam.


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 Accommodation Services Specialist is the entry level role for the Accommodation Services division, which is responsible for facilitating onboarding and providing support for all our accommodation partners. An Accommodation Services Specialist will provide support to the Accommodation Services Manager and will support the team with property sign ups, relationships, and coordinate with other departments involved in assigned projects.


ACTIVITIES PERFORMED ON THE JOB

• Answer partner inquiries / Problem solving:

o Emails, Voice (calls), Chat, all Margin Point related activities (including proactive and reactive tasks). Assess problem accurately, first contact resolution, meet & drive KPIs set by the business, appropriate problem solving, articulate resolution to partner, survey sending, handling escalation, partner education, etc.

o Investigations - Finance related issues, calculations

o Handling complaints

o Saving a product - APS, availability, pricing action, cooperation; brand / goodwill building

o Provide assistance to Partner Services teams with solving partner enquiries and other related tasks

• Communicate with other departments (CST, Finance, etc.)

• Proactive work (Margin points related)

o Generate revenue via value-add tasks

• Make suggestions for changing procedures and creating processes based on cases handled

• Participate in weekly meetings / team meetings

o to assign task, discuss team performance

o announcements, reminders

• Act as a Subject Matter Expert for newly onboarded AST Specialists

• Participating in refresher sessions

o Training and self-learning about systems and processes

o Identifying training needs, refreshing knowledge

o Workshop, share case studies, processes


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.

Education:

  • High School Diploma (or equivalent) required


Disclaimer: IGT Solutions provides 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 groups. Additionally, as you are aware, effective January 1, 2023, California employers and out-of-state employers with positions that could be filled by workers remotely based in California must comply with Senate Bill ("SB") 1162, which imposes new rules for disclosing pay range information to applicants and employees and new recordkeeping and reporting requirements. Similarly, a number of states and local jurisdictions in the US have enacted laws that require employers to post salary ranges for positions advertised for hire.

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