A new job vacancy has surfaced at Wakanow. The company is seeking to hire a Customer Service Agent. The role holder should be a seasoned professional responsible for delivering top-tier customer service and providing expert support in bookings amendments and airline scheduled changes. This role plays a crucial part in ensuring customer satisfaction and resolving complex issues related to travel reservations.
Job Description
- Customer Support: Provide exceptional and expert-level customer service support, addressing inquiries, concerns, and issues with a high degree of professionalism and expertise.
- Bookings Amendments: Proficiently handle bookings amendments, modifications, and changes, ensuring accuracy and compliance with airline policies and procedures.
- Airline Scheduled Changes: Expertly manage and navigate airline scheduled changes, proactively notifying customers, and offering suitable alternatives when necessary.
- Issue Resolution: Resolve complex customer issues related to bookings, amendments, and scheduled changes, ensuring swift and effective problem resolution.
- Tier 2 Support: Serve as a Tier 2 support resource, assisting Tier 1 agents with escalated customer inquiries and providing guidance and solutions.
- Quality Assurance: Maintain high standards of service quality, adhering to company policies and ensuring that all interactions meet or exceed customer expectations.
- Product Knowledge: Stay updated on the latest travel products, services, and industry trends to provide customers with accurate and relevant information.
- Documentation: Maintain comprehensive records of customer interactions, actions taken, and resolutions achieved in the company’s customer support systems.
- Cross-Functional Collaboration: Collaborate with other departments, including reservations, ticketing, and operations, to facilitate seamless customer experiences.
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Requirements
- Bachelor’s degree in a related field is preferred.
- 2-3 years of experience in customer service support within the travel industry, with a focus on bookings amendments and airline scheduled changes.
- Proven experience as a Ticketing and Reservation Agent with proficiency in GDS Amadeus, Sabre, and Galileo.
- Strong expertise in navigating airline reservation systems and processes.
- Excellent problem-solving and communication skills.
- Ability to work under pressure and handle complex customer issues with composure.
- Proven track record of delivering exceptional customer service.
- Detail-oriented and highly organized.
- Knowledge of local and international travel regulations and requirements.