
Travel Consultant
4 days ago
Job Title: Travel Consultant
Location: Clark, Philippines
Minimum Requirements:
Applicants must be willing to work and relocate to Clark, Pampanga.
Applicants must be a Filipino citizen or have a relevant residence status
High school diploma/GED required (College degree preferred)
Minimum of one (1) year experience as a Customer Service or Booking Agent in an Airline or Hotel line-of-work under a Travel Agency, Hotel or Contact Centre.
Above average mathematical competencies.
Demonstrate excellence in customer service and sales by achieving specified performance standards
Have a positive attitude to delivering excellence in customer service in a contact centre environment
IATA certification in Basic or Advanced Standard Fares or ticketing is definitely a plus
Experience in handling leisure travel reservations is a plus
Experience in at least one GDS and its native environment is an advantage.
Good comprehension skills
Good English Communications Skills, Detail-oriented
Have a positive attitude to delivering excellence in customer service in a contact centre environment
Have a mature attitude coupled with high degree of work ethic
Have an enthusiastic and confident telephone manner with a 'smile in the voice'
Be self-motivated and able to apply initiative to solve problems
Be effective in a team-based environment and supportive of team objectives
Communicate information effectively in a friendly and supportive manner
Displays ability and willingness to undertake intensive training in complex products
Willing to work in shifting schedules that includes possible graveyard shifts
Key Responsibilities and Accountabilities:
Successful completion of initial training program as well as any concurrent training related to the job role
Provide customers with specific and accurate product and service information to maintain quality service provision for all Contact Centre accounts
Identify and escalate priority issues to a Team Leader when necessary in order to uphold quality of service to all Contact Centre customers
Answer all Calls, Emails and Customer Service Requests assigned to the skill set trained for in a timely manner
Use relevant applications, systems and sources to provide the best possible solution for their customers
Troubleshoot and liaise with suppliers and hotels and airlines to complete the booking/amendments/cancellations of the customers.
Be able to analyze travel-related data and provide analysis and intelligence to internal customers.
Identify potential issues with bookings that impact the business bottom line based on known red flags
Acts on crisis management during untoward incidences pertaining to any product sold by the department.
Be able to manually construct fares and add applicable taxes and surcharges and mark ups as necessary on a per transaction basis for flights, hotels, and other products.
Be able to achieve all agreed metrics for the line of business which includes but is not limited to: Productivity, Quality and Error Rate
Stay fully knowledgeable on all aspects of each Contact Centre account. Subject matters include but are not limited to revised Standard Operating Procedures, new products and promotional campaigns
Other tasks may be assigned
Key Competencies:
Attention to details and accuracy
Initiative & Commitment to Achieve
Results-oriented with bias for action, versatility, and adaptability.
Effective Communication
Flexibility and Adaptability
Team Player
Efficiency and Willingness to Learn
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