Customer Service Travel Consultant

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Requisition ID: 131755
Job Category: Call Center
Location: United States-Oklahoma-Tulsa-14002 East 21st Street Tulsa 74134
Posted Date: 4/3/2018 11:52:42 AM

Customer Service Travel Consultant

This position will support banking loyalty programs
 
Essential duties / Core skills & responsibilities of the position:
  • 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
  • Basic internet and ability to learn web-based application skills
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.
 
 
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)
  • GDS experience for Service Agents (desirable)

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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