VIP Agent

Position Description
The world's largest online travel retailer for Air, Cruise, Hotel and Vacation Packages is seeking a professional individual that is team oriented, motivated and career-minded to join our call center to work in our VIP Access division
Job Duties and Functions:
•Greet hotel staff in a courteous, friendly and professional manner via outbound phone support according to company quality guidelines.
•Provide global support to customers in an inbound/outbound call center environment.
•Problem resolution for customers with various issues with time constraints.
•Responsible for handling escalated issues such as guest relocations and Elite member escalations
•Adhere to defined call center procedures, standards, performance expectations.
•Analyze, diagnose and deliver known solutions to known complex problems.
•Help maintain and promote excellent client relations by managing prompt and accurate responses to all email and phone communications. This is to include but not limit hotel confirmations, Elite member pre arrivals, and daily survey
responses
•Be highly effective in managing multiple software programs while conversing with hotel support staff and guests.
•Must be able to demonstrate sound judgment in decision making, while abiding to established guide lines and procedures to ensure clear and concise
communication.
•Maintain knowledge of department processes and procedures to ensure adherence.
•Consistently meet or exceed departmental goals as outlined by management in relation to Key Performance Indicators.
•Must be dependable, able to work in a fast-paced work environment and be open and flexible to changes in daily responsibilities and assignments, as needed by the business.
Job Tasks:
•Process In-House (guest) Customer Survey Feedback
•Fill out proper case detail
•Attach hotel confirmation replies to proper case
•Call hotels to verified preparation for Elite arrival
•Liaison for hotel / guest
•Send Pre-arrival form
•Send Elite questionnaire
•Flight arrival details/estimated arrival
•Special Guest Contact requests
•Assist with questions and concerns
Requirements:
Must be dependable, able to work in a fast-paced work environment and be open and flexible to changes in daily responsibilities and assignments, as needed by the business.
•Schedule flexibility required and must be able and willing to work any shift including weekends and Holidays
•The ability to communicate effectively at all levels from executive management to individual contributor
•Strong call center experience required
•The ability to work unsupervised and make independent work related decisions.
•Strong, proactive follow-up skills and be able to administer and support Travel Policies
•Two years or more of recent call center experience, support services and/or help desk support
•Experience in the hospitality industry is a plus
•The ability to manage multiple programs simultaneously with a high attention to detail
• The ability to excel in a fast paced, high volume call center with various keyexpectations
•Flexibility and willingness to assist where and when needed and directed by your supervisor
•Maintain strong hotel and customer relations with a positive attitude and outgoing nature
•Experience with Microsoft Office products and various call center support programs
Education: Associates degree or higher preferred
Language : English is a must. Additional knowledge of APAC language(s), i.e. Mandarin, Japanese, Thai will be an advantage.

*LI - TS1

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