Customer Representative Specific DutiesResponsible for handling all support before, during, and after travel-related questions for business customers.Make new flight reservations in Amadeus.Change already existing reservations in Amadeus.Check rules and regulations for tickets regarding cancellation/change, etc.Provide prompt, reliable, and accurate information to customers while maintaining effective communications during conversations.Ensure call resolution in a timely manner while maintaining the highest level of quality support in every customer interaction.Accurately log all interactions via Client's Contact Management System.Achieve call center metrics as defined by the Supplier.Recognize and adjust support approach to accommodate all levels of customer experience.Communicate positively with team members, customers, and other partners.Escalate issues to the appropriate department according to Client's Procedures.Hours and BenefitsShift: 39 hours/week from Monday to Sunday 7:00 - 16:00 (Rotative shifts).Salary: 20,400.00 Euros gross/year + up to 2,400.00 Euros gross/year in bonus.Permanent contract.Medical Insurance.Ongoing training.Diverse growth opportunities.Start date: Immediate.Holidays: 23 working days of paid annual leave (generated on the basis of the calendar year and in proportion to time worked).RequirementsHS Diploma or equivalent.Travel business experience.Ticketing skills / IATA - nice to have.Amadeus reservation skills.Preferably previous experience in a customer service role within the Travel Industry.Excellent customer service skills.Strong written, verbal, and organizational skills.Passion for customer care.User-level knowledge of computer technology, personal computers, or other devices such as tablets, smartphones, etc.Written and verbal fluency in the language of the market.Written and verbal fluency in English. Training, material, systems, and technical terminology will be in English in both written and verbal format. In addition to calls in the native language, English calls will be handled as well.Personal AbilitiesMotivated, upbeat individual.Able to work independently.Excellent interpersonal and teamwork skills.Strong multitasking skills.Strong keyboarding skills.Strong active listening skills.Ability to work in dynamic situations.Ability to work toward a goal.Ability to accurately paraphrase conversation.Ability to identify solutions based on written procedures, guidelines, and process tools.Takes passionate ownership for customer issues.Ability to communicate with the customer in an empathetic fashion.Ability to negotiate with the customer on various solutions.Ability to diffuse an angry customer through effective customer and social skills.Positive attitude emphasizing tact and diplomacy.Ability to listen and identify root problems.Outstanding verbal and written communication.The period of holiday entitlement is fixed by mutual agreement between the company and the employee.
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