Customer Service Representative Job at IGT Solutions in Knoxville

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.