Reservation Officer

Description

Working within a customer service call center environment, this role involves responding to telephone inquiries regarding travel-related products or services. The representative will utilize internal systems to research, assist with, and document customer service issues, while maintaining professional relationships with both internal and external stakeholders.

Responsibilities and Duties

* Answer incoming calls to provide clear, friendly, and professional assistance to customers, agents, and internal staff, adhering to established organizational and departmental guidelines. * Achieve performance targets related to call quality and efficiency metrics. * Escalate complex customer service problems to the appropriate team lead, supervisor, or manager when required. * Address customer concerns and ensure effective and lasting problem resolution by pinpointing root causes and offering appropriate solutions. * Collaborate with the sales and operations department to contribute to customer retention by understanding and addressing agent concerns. * Work closely with the technical support department to provide assistance with agent account and product-related inquiries. * Regularly check, read, and respond to emails. * Participate in all necessary training and educational activities to meet departmental performance goals. * Adhere to all privacy, confidentiality, and proprietary organizational policies and procedures. * Ensure all reservations are accurately and promptly recorded in the systems, following established procedures and including complete and precise information. * Ensure all work meets organizational standards and aligns with provided training; all required documentation must be accurate and complete, including details related to transportation arrangements, guest preferences, booking extras, and payment information.

Qualifications and Requirements

* High school diploma or equivalent, along with at least one year of customer service experience, ideally in a service-related industry. * Previous experience in a call center environment is beneficial. * Strong data entry skills and the ability to navigate multiple computer systems. * Attention to accuracy and detail when processing information. * Strong organizational and interpersonal skills. * Excellent customer service etiquette. * Willingness to work a flexible schedule, including occasional overtime. * Effective oral and written communication skills. * Ability to maintain confidentiality. * Ability to work both independently and collaboratively within a team. * Competence in Windows-based computer applications, including standard office software.

Working Condition

Salary

Basic Salary 1700