Job Description
We are seeking a highly skilled and enthusiastic professional to join our dynamic Contact Center team as a Global Service Delivery Specialist. In this role, you will play a crucial part in delivering exceptional customer experiences by providing timely and accurate support to clients and suppliers.
The primary responsibility of this role is to engage with callers in a professional and enthusiastic manner, representing the company with excellence. You will provide accurate and helpful information in response to client inquiries, document all call activity clearly and accurately in the Back Office system, and respond promptly and precisely to online and email requests.
You will also be responsible for monitoring and managing bookings, including reservations, special requests, amendments, and cancellations. Additionally, you will escalate issues appropriately, following Contact Center protocols, and maintain high standards of service quality and professionalism.
As a key member of the Contact Center team, you will work closely with other departments to ensure seamless communication and collaboration. You will meet established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), and adhere to all company policies and procedures.
Key Responsibilities:
* Engage with callers in a professional and enthusiastic manner
* Provide accurate and helpful information in response to client inquiries
* Document all call activity clearly and accurately in the Back Office system
* Respond promptly and precisely to online and email requests
* 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
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
Benefits:
At our organization, we believe that diversity drives innovation and makes travel a force for good. We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives, and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference.
Only candidates currently living in Jundiaí will be considered for this position in the Hybrid Model.
Keyword: Customer Service Specialist