Travel Operations Agent - Hybrid CDMX

Job description

Be exceptional service – oriented Travel Counselor in order to satisfy our demanding clients. Prioritizes customer commitment and service as the most urgent and important aspect of own work, Enable the attend customers calls or emails for Online channel. Responsible for advice and guide customers on the website. Assistance to amends, change or cancel customers’ bookings. Perform all the reports, fulfill the administrative tasks like charges, refunds and amendments, cancellations of land and air products.

Be multi – skill oriented and teamwork so that they would handle different processes. Achieve , keep and exceed our monthly productivity and quality goals. Ensure that bookings fulfillment is correctly and well documented in each reservation.

Responsibilities

Responsible of attends customer Online calls, emails.

• Provides a high quality service avoid any customer dissatisfaction Responsible of fulfillment for each bookings Responsible of generation for daily call reports
• Follow up cases with different vendors and maintain a strong communication with them Correct review for reschedule airlines itineraries and inform to customers
• Report faults and errors on the page that find
• Generate, monitor and provide support to blue box, and ATO initiatives

Qualifications

Advanced and highly experience in call centers and GDS systems. English full writing and speaking proficiency is required, Demonstrated medium proficiency in Microsoft applications such as Excel & Word High and proved excellent customer service sense and first contact resolution.

• Solid ability to understand customers’ needs, always seeks the best solution or combination of solutions, for the mutual benefit of AXP and the customer or client
• Demonstrated ability to operate in complex situations and under pressure
• Strong listening and communication skills and consistently follows customer issues through to resolution Cooperation to a positive team environment, focused on teamwork and ownership
• Influences others when appropriate: can make sales, gain agreement or get buy in for ideas Highly sensitive to detect opportunities, offers appropriate, innovative ideas to solve problems or improve processes when routine approaches aren't working
• Creates and/or follows plans to achieve work objectives; adapts when priorities change Shows personal determination, optimism, resilience, and stress tolerance despite difficulties and setbacks