Customer Service Travel Consultant

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Requisition ID: 129726
Job Category: Call Center
Location: United States-Oklahoma-Tulsa-14002 East 21st Street Tulsa 74134
Posted Date: 2/8/2018 8:58:33 PM
GET TO KNOW ALORICA
At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.
 
JOB SUMMARY
 
Your mission (should you choose to accept it) is to offer customer support through phone, email, online chat or social media to customers who have questions, concerns or confusion around a particular product or service.
You’re literally the voice of the brand, and a strong relationship between our clients and their customers starts with you. So only the awesome need apply.
 
Ready to start? Chat with us to begin the process now:  (https://olivia.recruiting.ai/co/Alorica
 
KEY JOB RESPONSIBILITIES

 

  • Travel savvy: passion / experience with travel
  • Solutions mindset: First call resolution, a passion to find the right solution for the customer (i.e., consultative skills). Anticipate and proactivity offer appropriate value add services and support to enhance the customer’s trip
  • Proven track record of doing the right thing and owning customer issues to ensure resolution
  • Excellent time management: ability to multi-task. Capable of prioritizing and ability to handle high volume effectively.  
  • Ability to de-escalate and assist difficult or irate customers to turn around customer experience; ability to think ahead for the customer, offer options to solve their problem and enhance their trip, and deliver information in a positive way.
  • Quick learner: ability to ramp up quickly and provide efficient and creative out of the box solutions

 

Soft Skills

 

  • Desire to bond with the customer and exceed expectations: ability to offer additional options to the customer to ease their travel planning or experience in destination, congratulate the customer where appropriate, use empathy where appropriate, and be your genuine, enthusiastic, and helpful self with the customer.
  • Strong interpersonal skills with an ability to promote team work
  • Answers telephone and/or emails in a timely, polite and professional manner
  • Polished etiquette and delivery: Demonstrate a highly professional attitude and presentation in all verbal and written communications. Ability to use positive telephone and service techniques to build a positive rapport, speak confidently and enthusiastically, matching the card members tone/pace
 
Technical Skills:
 
  • Typing 35 wpm as verified by a formal test
  • ISP skills: sign-up, install, connection, messaging (chat, e-mail), navigation, online support, etc.
  • Proficiency in a multi-system environment
  • Effectively use all systems and tools to ensure consistency and adherence to processes and procedures
Language / Communication
  • Fluency and comprehension in the language requirements for the specific point of sale (spoken and written), as verified by an approved formal test
  • Accent neutral verbal communication as verified by an approved formal test
  • Verbal communication skills: strong spoken grammar; able to ask appropriate questions to better understand customer goals/needs, and demonstrate empathy in tone and words; can communicate with appropriate sense of urgency
  • Written skills: excellent grammar; attention to detail 
  • Listening skills: active listening; able to appreciate the context of the customer's experience.
  •  
 
WHY JOIN ALORICA?
Every day, we aim to live up to our mission of creating insanely great customer experiences. But as Alorica employees, giving back matters just as much – that’s why we’re so proud of Making Lives Better with Alorica, a non-profit, 501(c)(3) organization dedicated to providing assistance to employees, their families and the people, organizations and communities who support them.
Simply put, we want to make lives better…one interaction at a time. And to do that, we need the very best people to join us.
 
But please, allow us to entice you further! As an Alorica employee, you may receive:
  • Paid training
  • Flexible training schedules
  • Medical and dental benefits
  • Paid time off
  • Paid holiday and sick time
  • Retirement planning options (401(k))
  • Employee discounts through client programs
Working at Alorica means potentially having the freedom to explore all kinds of career options – from customer service, training, and tech support, to management, recruiting and more. Alorica offers fun, challenging opportunities to pursue your professional goals, and we want you to have fun and succeed – because when you’re at your best, that’s when we’re at our best. 
So what do you say? Ready to take the next step?
JOB REQUIREMENTS
Minimum Education and Experience:

Experience / Education

  • High school degree or equivalent (required)
  • College degree (preferred)
  • Minimum 1 year of call center or customer service experience, verifiable through reference checks 
  • At least 3 years of travel industry experience (preferred)

WORKING CONDITIONS
Work Environment

  • A climate controlled, contact center environment – filled with amazing people, incredible career opportunities and the occasional dance-off
  • Constant usage of phone and computer systems

Physical Demands
Constant sedentary work. You’ll typically be sitting for most of the time, so be sure get up and stretch once in a while. Your circulatory system will thank you.
 
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.
 
TAKE THE NEXT STEP
Let’s make lives better. Let’s defy the status quo. And let’s go beyond thinking outside the box – and decide to obliterate the box instead.
You ready? Let’s do this.
 

About Alorica:

 

Alorica is an equal opportunity employer and committed to diversity in its workforce. Alorica recruits qualified applicants and makes all employment-related decisions based exclusively on job-related qualifications, without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law.

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