Job description:
You are passionate about the travel industry, enjoy problem-solving, and share our common goal: to help our customers plan and book luxury travel with ease. Join Chase Travel and help us build the future of travel while taking your career to new heights!
As a Travel Advisor, you will support both internal and external customers with questions related to travel reservations and more complex situations. Demonstrating problem-solving skills and functioning as a service specialist, you will take the necessary steps to recognize, research, and resolve issues through diagnosis and discussion of a particular problem, with a focus on delivering service excellence. You will proactively work with external providers to negotiate an appropriate resolution and minimize costs in a timely manner, while ensuring a seamless customer experience.
Job responsibilities:
- Respond to customer inquiries related to travel arrangements and resolve issues by focusing on short- and long-term fixes, serving as both a company and customer advocate, and applying root-cause resolution tactics.
- Collaborate with internal teams to troubleshoot, learn, and deliver timely resolutions, with a high regard for accuracy.
- Maintain knowledge of all client programs, products, and procedures, and support various online booking tools and multiple websites.
- Effectively negotiate with vendors and external customers to reach an acceptable resolution for all parties, including issues with loyalty points, redemptions, program exceptions, and fee waivers.
- Maintain high levels of call quality based on outlined criteria; maintain an appropriate level of confidentiality regarding information shared and observed. Keep your immediate supervisor fully informed of all issues or unusual matters of significance and take prompt corrective action where necessary, or provide suggestions for alternative courses of action.
- Assist other Travel Advisors in real time with questions related to traveler policies and different booking applications; coach Advisors on best practices for servicing all customers; monitor and manage agent errors, escalations, and customer exceptions; and update tracking information in a database.
- Provide a professional level of energy and enthusiasm, as well as strong working relationships, when partnering with internal and external customers and all departments to increase quality and customer service levels.
Required qualifications, capabilities, and skills:
- High school diploma or equivalent.
- Two or more years of experience in the travel industry, including intermediate to advanced knowledge/proficiency of the Global Distribution System (GDS) and/or other technology platforms, including self-booking tools.
- Demonstrated effective communication and interpersonal skills to manage internal and external customer issues.
- Working knowledge of Microsoft Office programs such as Excel, Word, and Outlook; ability to quickly learn technical concepts.
- Excellent time management and multitasking ability, including advanced knowledge/proficiency using multiple screens in an online environment.
- Ability to work independently, while also functioning as a team member.
Applicants must be authorized to work for any employer in the U.S. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at the time of offer and may differ from this posting. This role does not provide relocation assistance, so all candidates must be local to the work locations listed in the job posting or willing to relocate on their own immediately upon hire.
Shift / Schedule information:
Work schedules will vary. Candidates must be willing to work during our operating hours, which include evenings and weekends. Specific information will be provided by the recruiter. This position requires that you attend the training as scheduled. Training hours may not coincide with your regularly scheduled hours.