Specialist – Reservations & Sales

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Requisition ID: JID_135412_13404_1
Job Category: Call Center
Location: Dominican Republic-Santo Domingo-Santo Domingo
Posted Date: 3/27/2018 4:58:10 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 – the ones you love and use every day!  

Alorica offers the financial stability and growth potential to provide a solid foundation for early career development…and a trendy environment to make work a fun space!  Our team spans hundreds of locations around the globe, with tens of thousands of awesome employees…and you could be the next one!  

As a member of our #Cool Center, you’ll have the opportunity to work in an exciting and collaborative environment, with a diverse group of experienced professionals that will help you advance your career.  As an Alorican, you’ll also enjoy numerous tangible benefits for you and your family, including health care, performance bonuses, educational scholarships, discounts on local services and products, and professional development opportunities; not to mention fun cultural and community outreach activities.

JOB SUMMARY

We are looking for an expert in providing travel advice and solutions. Be a brand champion, taking pride in using every customer interaction to educate guests about ours brands and products. Employed to make creative decisions using tools and market insight that will deliver on the unique travel needs of ours guests, to drive revenue and customer loyalty. Passionate for learning and developing themselves to be the best in an ever-evolving role.  

KEY JOB RESPONSIBILITIES

  • Provide an industry-leading reservation solution in English and one or more language for all contacts
  • Embrace the global and cultural diversity of the client’s guest and business needs.

  • Navigate multiple client-based systems while managing various work streams to provide an enhanced guest experience.  

  • Embracing change and adjusting the client to evolutions in situation and task while sensitively responding and supporting others through change.

  • Support and demonstrate the client’s company values and ways of working.

  • Champion BrandHearted behaviors by demonstrating knowledge, passion and pride.
  • Inspire loyalty through personalized and efficient service driven by the guest’s needs.
  • Work effectively by understanding, trusting and using tools and information appropriately.
  • Self-motivated, positive, "want-to" attitude with a willingness to take on new challenges. Actively participates in company initiatives, training and events.
  • Take ownership of personal development while aligning with team priorities and company goals.
  • Seek opportunities to improve individual and team performance. Help team and colleagues stay motivated and deliver on goals.
  • Willingly deliver on additional tasks as assigned.
  • Consistently meet or exceed defined performance expectations (revenue, conversion, quality, partner offers, guest satisfaction, etc.) as set by management despite difficulties or obstacles.
  • Build rapport with guests through active listening, maintaining an appropriate pace and using a conversational approach to deliver a warm and friendly guest experience.
  • Uses creativity to proactively find solutions to drive results; takes accountability and listens to ideas and feedback of others.  
  • Manage time effectively (including adherence to assigned schedule, attendance, break time compliance etc.)
  • Understand and consider the impact of own actions on self and others (colleagues, guests, and hotels, etc.)
  • Seek opportunities to improve individual and team performance. Help team and colleagues stay motivated and deliver on goals.

JOB REQUIREMENTS

Technical Skills:

  •  Strong customer service and sales skills, with the ability to balance sales with service;
  • Strong bilingual communication skills – listening, written, verbal, 
  • Social intelligence – empathy, self-awareness, cultural sensitivity 
  • Ability to customize generic information;
  • Strong computer-based navigation skills;
  • Ability to embrace technological and organizational changes;
  • Embrace evolving call and contact types, adopt new tools and processes;
  • Efficient and accurate data capture 
  • Ability to use tools and resources to represent the geographical needs of the caller.  

Minimum 

  • High school or GED

Preferred

  • Previous call center experience in a sales capacity (non-scripted environment) or other call handling experience preferred. Hotel/travel experience desired.
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