Job Overview
This role is responsible for handling client inquiries, liaising with suppliers, and managing bookings in line with established standards and procedures.
* Engage with clients in a professional manner and respond to their inquiries accurately and efficiently.
* Provide helpful information to resolve client issues promptly and precisely.
* Document all call activity clearly and accurately in the Back Office system.
* Monitor and manage bookings, including reservations, special requests, amendments, and cancellations.
* Escalate issues appropriately, following Contact Center protocols.
* Maintain high standards of service quality and professionalism.
* Meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
* Follow all company policies and procedures.
* Adapt to changes based on call volume.
Required Skills and Qualifications
* Strong customer service orientation and active listening skills.
* Proficiency in English (spoken and written).
* Excellent verbal and written communication, with attention to grammar and clarity.
* Problem-solving mindset with persistence in resolving issues accurately and efficiently.
* Ability to follow detailed instructions independently.
* High attention to detail and adaptability.
* Consistent focus and enthusiasm throughout the work shift.
Key Responsibilities: