Travel Agent (Danish - speaking) - On-site EX02

Job Title:

Travel Agent (Danish - speaking) - On-site EX02

Job Description

Customer Representative

You'll be the first point of contact and it is your responsibility to ensure a positive customer experience. 

Your main task will be to reply to e-mails, messages and phone calls from customers/partners all over the world. Here you will assist in updating contact information, collect invoice, pre-onboarding, refund request, booking information etc.. 

Requirements

Language/Communication:

•  Fluency and comprehension in the language requirements for the specific point of sale (spoken and written), as verified by an Expedia-approved formal test 

•  Minimum C1 level for language of support (spoken and written) and minimum B2 English language level 

•  Verbal communication skills: strong spoken grammar; able to ask appropriate questions and demonstrate empathy in tone; can communicate with appropriate sense of urgency 

•  Listening skills: active listening; able to appreciate the context of the customer's experience 

•  Written skills: excellent grammar, spelling, sentence structure, and attention to detail 

Soft Skills: 

•  Travel savvy: passion / experience with travel 

•  Solutions mindset: passion to find the right solution for the customer (i.e., consultative skills), 

•  Polished delivery: ability to communicate in a structured and effective manner 

•  Excellent time management: ability to multi-task to solve issue for customer, while managing time 

•  Excellent interpersonal skills

•  Quick learner: ability to ramp up quickly and act on feedback constructively 

•  Ability to multi-task while effectively communicating 

•  Ability to develop clientele base 

•  Suitability for the contact center environment as exhibited through either job experience or a clear understanding of the job requirements.

Technical Skills: 

•  ISP skills: sign-up, install, connection, messaging (chat, e-mail), navigation, online support, etc. 

•  Proficiency in a multi-system environment 

•  Basic internet and web-based application skills 

•  Proficiency in Microsoft Word, Excel, and Outlook

Experience, Education, and Certification: 

•  High school degree or equivalent (required) 

•  College degree (preferred) 

•  At least 3 years of travel experience (preferred) 

General Profile: 

•  At least 18 years old

•  Travel and airline industry experience and savvy preferred

•  Ability to successfully gather and analyze information and make recommendations for improvement. 

•  Ability to develop effective solutions to difficult problems or situations. 

•  Makes effective decisions within his/her authority. 

•  Investigates and takes action to meet Expedia’s and Expedia’s customers’ needs. 

•  With guidance learns quickly on the job. Picks up new skills and understands ideas when presented in a structured format. Learns effectively from experience. 

•  Responds effectively under stressful situations. Avoids counterproductive behaviors when confronted with frustrating problems or situations. 

•  Structures basic information accurately and draws informed conclusions. 

•  Is confident about his/her ability to contribute effectively. 

•  Takes responsibility for his/her actions and is receptive to constructive criticism. 

•  Willing to work flexible schedules

Reponsibilities

-The customer service representatives represent our client in a professional and positive manner by phone / email.

-They need to ensure great listening skills and to do a proper discovery to understand and comprehend the customers reason for calling already in the first minute or so of the call.

-Thereafter they need to possibly research / analyze the given situation to ensure they provide the correct solution to the customers concern and resolve the cases by using appropriate tools and resources to assess situations and come up with appropriate solutions, while keeping ownership of the situation/issue.

-It’s expected that the customer service representative will contact partners as well as internal teams to resolve situations as well either by phone, email or other internal processes / tools.

-It is important to understand that the client expects first call resolution where possible, and if we are unable to resolve immediately, to then know that we are responsible for the case and follow up. We do not expect customers to have to call back, there is cooperation between us and other internal teams to ensure customer satisfaction and easy handling of their case.

-Overall customer satisfaction is the result of a hopefully effortless contact with our customer service representatives.

-We listen, we discover, we find solutions, and we close the call appropriately.

-Empathy, understanding and great listening skills are highest on the list of demands for a perfect representative for our client’s brand.

***The recruitment processes and people involved in them (both recruiters and Project Managers) will not discriminate against any candidacy because of age, disability, ethnicity, marital status, gender, nationality, ideology, politics, race, religion or sexual orientation***

R1537146

Location:

ESP Benalmádena Costa - Plaza Solymar, C.C. Benalmar Local 12

Language Requirements:

Danish, English

Time Type:

Full time

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