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Contact Centre Service Agent

4 weeks ago

North York, Canada The Travel Corporation (Canada) Full time

**POSITION PURPOSE**

Working within a World Class Call Centre environment, the Contact Centre Service Agent is responsible for servicing and maintaining all bookings, effectively handling changes, suspensions, cancellations received via various communication channels whilst maintaining a superior standard of customer service.

A Contact Centre Service Agent is a customer service-driven individual who takes pride in ensuring every customer feels valued and needs are met.

In this role, you are responsible for assisting all customers with existing bookings with any requirements they have by providing the best service experience for our customers, both internal and external.

Contact Centre Agents control our most valued contact with our customers and create the ultimate guest experience through consistent professional care and service.

**KEY RESULT AREAS & ACTIVITIES PERFORMED**

**Skills Required**:
**Service**:

- You will be responsible for the finalization of all bookings and accurately collecting payments.
- You will be responsible for the amendments, changes, suspensions, and cancellations of any existing bookings.
- Provide customers with any information required prior to travel.
- You will work with customers to save bookings if trips are suspended, cancelled, or the customer wishes to cancel.
- You will identify opportunities to sell alternatives or add-ons if required.
- Establishes and maintain effective relationships with customers and gain their trust.
- Book and/or amend all products and services accurately in the various reservations systems such as Tropics and Amadeus.
- Use Salesforce effectively.
- Utilise CSP skills to overcome objections and provide excellent personalised customer service.

**Communication**:

- Proficient in both oral and written communication, in English, with diverse types of nationalities and accents.

**Learning on the Fly**:

- Ability to learn quickly and be open to change even when facing new or challenging situations.
- Maintain accurate and up-to-date knowledge of company products, policies, and procedures related to the job.

**Problem Solving**:

- You will identify, research, and resolve issues to customer satisfaction.

**Collaboration**:

- You will partner with your manager and teammates to ensure you work in a customer service driven environment.
- Work alongside the Contact Centre Sales team to contribute to the overall sales goals for each brand.
- Recognise, document, and alert the manager of any trends.
- Recommend process improvements where needed.
- Support the Contact Centre Sales time if required by taking bookings in peak times to alleviate delayed response times.

**Nurturing**:

- You will build, develop, and cultivate relationships with customers, travel partners, and colleagues.

**General**:

- Be dedicated to meeting the expectations of both our internal and external customers.
- Be able to change air products & sectors in Amadeus.
- Be required to take on other duties as assigned within the Contact Centre.
- May be required to work on public holidays and weekends, including Sundays.
- Act on any instructions from time to time based on the company's operational requirements and falls within the vocational ability of the incumbent.
- Attend in-house staff training and departmental meetings.
- Actively contribute to the creation of an integrated and focused Contact Centre team.
- Adhere to company ethics standards.

**SUPERVISORY RESPONSIBILITIES**
- None

**EDUCATION**
- Completed and passed High School.
- A diploma or degree in travel & tourism is highly regarded but not necessary.
- A high level of written and spoken English.
- Amadeus course an added advantage.

**EXPERIENCE**
- Prior experience within a customer service environment is essential
- Office administration and/or computer skills are preferable
- Travel Industry experience is highly regarded but not necessary

**KNOWLEDGE**
- Professional verbal and written English communication skills.
- Computer literate. Office 365 knowledge is an added advantage.
- Travel industry knowledge, including destination information, airline, city & country codes, and an understanding of the booking process.

**COMPETENCIES**
- Exceptional customer service.
- Ability to work as part of a team.
- Excellent planning and organisation skills.
- Ability to prioritise and perform multiple tasks under pressure.
- Ability to communicate, both orally and written to all levels of the organisation.
- Ability to communicate, both orally and written with all customers.
- Willingness to learn and develop and take on new responsibilities.
- Ability to follow tasks through to completion.
- Build excellent business relationships.
- Positive attitude.
- Customer-focused.
- Goal-oriented.
- A strong work ethic.
- Ability to problem-solve.
- Self Confidence.
- Effective communicator.
- Judgement to refer decisions and/or discuss as appropriate.
- Demonstrate patience, understanding and empathy.
- Be self-Motivated a