Customer Service Representative Job Summary: Responsible for handling escalated service issues, monitoring customer service levels, tracking and determining source of issues trends, and developing an improvement plan. Ensures timely turnaround of all customer service correspondence. Responsibilities Include: General - Accepts phone calls that need to be escalated and handles client professionally. - Acknowledges receipt of problems within specified time period. - Researches, resolves, responds to customer, and logs service issues within specified time period. - Works with appropriate departments to assist in resolving customer service related issues. - Tracks customer service issues and prepares monthly report. - Maintains customer and vendor databases. - Ensures accuracy of customer profiles / information. - Handles oral and written correspondence with customers and vendors regarding service. Projects a professional image in all service correspondence. - Identifies and defines recurring customer service issues and their sources. Seeks solutions. - Oversees distribution and reporting of customer satisfaction surveys. - Assists with day-to-day telephone and customer service monitoring, or performs back-up to specified positions. - Maintains organized files on communications and correspondence. - Develops positive working relationship with customer and vendors. - Maintains a thorough understanding of the customer’s business as it relates to BCD Travel and monitors changes. - Assumes and performs other duties and responsibilities not specifically outlines herein, but which are logically and properly inherent to the position. Travel Management, and / or Meetings & Incentives Specific: - Works with airlines or other vendors to obtain waivers / favors for company errors. - Follows up on any pending refunds / vouchers from airline or other vendors. - Negotiates with specific airline(s) regarding debit memos. - Enters debit memos into back office system and submits to ticketing for Airline Reporting Corporation (ARC) processing. - Follows up on calls made to the 24-hour support desk (T24). - Updates pre-paid ticket log and global distribution system (GDS) profile. - Completes all required data exports. - Completes savings corrections in back office system. Essential Job Duties: - Must be able to come to work promptly and regularly - Must be able to take direction and work well with others - Must be able to work under the stress of and meet deadlines - Must be able to concentrate and perform accurately while meeting applicable productivity measures - Must be able to change productively and to handle other tasks as assigned - Work independently in the absence of supervision Transferable Skills: - Knowledge of travel operations and industry - Good follow-through on goals, plans, and projects. - Effective oral and written communications. - Organizational and time management skills that result in high productivity. - Capability of problem solving - Capability of identifying customer needs – listening to information, asking probing questions, applying knowledge, associating solutions. - Capability of working in a team environment supporting management and staff, following policies, providing feedback, assisting in special projects, taking on additional responsibility, and contributing to departmental goals. - Competency to manage client and co-worker relationships. - Capability of maintaining a favorable company image when interfacing with outside sources. - Ability to work independently. - Ability to manage multiple tasks and changing priorities. - Ability to demonstrate personal and organizational integrity. - Ability to work well under pressure and adapt to ever-changing scenarios. - Ability to distinguish between high versus low liability issues. Qualifications: - Minimum two (2) years of experience in a corporate travel office in past 3 years - Proficiency in SABRE airline reservations system. - Demonstrated problem solving skills. - Excellent customer service skills - Understanding of ARC rules and regulations - Displays a positive customer service attitude. - Flexibility in work hours IND123 #CB *LI-JC1 *LI-LOCS LOS ANGELES CA-US Field of Interest Category: Travel Operations Shift: Scheduled Work Hours: 40 Percent of Travel: 1-25% Relocation: No Language(s) Required: https://bcdtravel.apply2jobs/ProfExt/index.cfm?fuseaction=mExternal.showJob&RID=8664&CurrentPage=2&sid=139
Posted on: Fri, 02 Jan 2015 12:28:54 +0000