Customer Service Representative
: Job Details :

Role: Customer Service Representative - Bilingual (Spanish)

Location: Knoxville, TN (36972)

Mode: Work from Office

Job definition

Disclaimer: the duties and responsibilities described are not comprehensive, additional tasks may be assigned. Tasks and scope of the job may change based on the business needs.

PURPOSE OF THE ROLE

The Customer Experience Specialist - Flights is responsible for providing high quality customer support to Agoda customers, with a primary focus on flights and packages.

A Customer Experience Specialist - Flights is expected to champion customer satisfaction by demonstrating the highest level of professionalism, listening and engaging with the customer and providing an individualized solution that suits their needs.

For the individual to be successful, he or she should enjoy the challenge of problem solving and welcome the opportunity to find solutions in collaboration with our business partners.

The individual must have a strong ability to adapt to change, embrace ambiguity and contribute to an environment of shared learning and feedback.

ACTIVITIES PERFORMED ON THE JOB

• Handling cases:
• Receiving contacts from customers and suppliers (airlines) and providing needed assistance via the following communications channels: phone, email and chat
• Making outbound contacts in order to proceed further with received requests
• Proceeding with requests of flights cancellations or flight details' amendments; providing information on bookings to the customers
• Serving as backup for EN team when required due to business needs
• Handling cases that need dedication skills or more difficult cases; cases are assigned to the agents by Team Managers or Team Captains
• Follow-up on pending cases:
• Following up on those cases where agents need to get updates from other departments such as IT Team or suppliers
• Handling the pending cases that are assigned to the agents by Case Management team
• Communication with other departments:
• Providing feedback to Product team with assistance of Team Managers or Team Captains on new products of the company
• Collaborating with Learning & Development team on corrections for the existing procedures and bringing suggestions for potential processes
• Memos/updates on procedures and case handling:
• Agents to be enrolled in online courses and complete them on time
• Exchanging experience by working across language teams

COMPETENCIES REQUIRED

Analytical Ability & Problem Solving

ability to visualize, articulate, conceptualize or solve both complex and uncomplicated problems using the data available

Effective communication (Verbal and written)

delivers, receives, and interprets ideas and information, presents information appropriately to a diverse range of audiences, and influences partner decisions

Customer orientation

interact and coordinate with customers and accommodation partners and internal departments to resolve issues

Flexibility and agility

ability to adjust behavior to new information and changing circumstances. Be open to new ways of doing things and always experiment with new methods. Works effectively in a dynamic environment

Result driven

driving high standards to accomplish challenging goals. Works hard to achieve them

Decision making ability

set a course of action purposely chosen from different alternatives to achieve company objectives

Time / workload management & prioritization

creating a work environment where tasks and responsibilities are accomplished successfully within the time available

QUALIFICATIONS, EXPERIENCE AND TRAININGS REQUIRED

Qualifications

High level written/verbal language & communication skills, advanced level English, BA degree preferred

Experience

experience in a multinational company is an advantage, experience in front desk, hotel management or contact center / back office is an advantage; experience in using Global Distribution Systems

Trainings

on-the-job training, CST Specialist Flight training, procedures, products

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.