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    • Customer Service Representative - Knoxville - IGT Solutions

    IGT Solutions
    IGT Solutions Knoxville

    1 month ago

    Default job background
    Description

    Customer Experience Specialist - Flights

    This is a role that requires providing high-quality customer support to Agoda customers, with a primary focus on flights and packages.

    The ideal candidate will champion customer satisfaction by demonstrating professionalism, listening to customer needs, and providing individualized solutions.

    A strong ability to adapt to change, embrace ambiguity, and contribute to an environment of shared learning and feedback is essential for success in this role.

    Key Responsibilities:

    • Handling cases, including receiving contacts from customers and suppliers (airlines) and providing assistance via phone, email, and chat.
    • Making outbound contacts to proceed with received requests.
    • Proceeding with requests for flight cancellations or flight details amendments and providing information on bookings to customers.
    • Serving as backup for EN team when required due to business needs.
    • Handling complex cases assigned by Team Managers or Team Captains.
    • FOLLOWING UP ON PENDING CASES: Following up on cases where agents need updates from other departments such as IT Team or suppliers, handling pending cases assigned by Case Management team.
    • Communication with other departments, including providing feedback to Product team and collaborating with Learning & Development team on corrections for existing procedures and suggesting potential processes.
    • Memos/updates on procedures and case handling, including enrolling agents in online courses and completing them on time.
    • Exchanging experience by working across language teams.

    Behavioral Expectations / Agent Behaviors KPI

    Take Ownership

    Understanding what's important to the customer/partner and doing everything possible to resolve or escalate if needed.

    Be part of the solution

    Experiment & Measure

    Embracing experimentation with positivity.

    Follow procedures but escalate if they don't make sense for the customer/partner situation

    Ensuring understanding of a change or experiment, speaking up, asking questions, and being part of seeking improvements.

    Move Fast

    Embracing change. Expecting change to happen regularly. Maintaining a proactive and positive attitude to learning and keeping yourself up-to-date.

    Use new tools & flows and provide feedback early on so we keep improving

    Be The Best

    Being constructive, respectful, and open to different perspectives and people.

    Ask for feedback and learn from both successes and failures

    Understand, inspire, encourage, and recognize others. Collaborate for team success.

    Integrity

    Following our guidelines, staying ethical and fair even under pressure. Being honest, it's okay to not know. When in doubt, ask before you act.

    Collaboration

    Being patient Eager to learn & willing to improve Multitasking Embracing ambiguity Forward thinking Accountability & reliability Open-minded Contribution to open environment Polite Open to feedback Positive attitude Focused on the details Ownership Teamwork Be the best Continuous improvement: Being patient Regularly identifying improvement opportunities Embracing successes and failures to learn and maximize the benefit Open and supportive of improvement opportunities

    Competencies Required

    Analytical Ability & Problem Solving

    Ability to visualize, articulate, conceptualize or solve both complex and uncomplicated problems using available data.

    Effective communication (Verbal and written)

    Delivering, receiving, and interpreting ideas and information, presenting information appropriately to a diverse range of audiences, and influencing partner decisions.

    CUSTOMER ORIENTATION

    Interacting and coordinating with customers and accommodation partners and internal departments to resolve issues.

    Flexibility and agility

    Ability to adjust behavior to new information and changing circumstances. Being open to new ways of doing things and always experimenting with new methods. Working effectively in a dynamic environment.

    Result driven

    Driving high standards to accomplish challenging goals. Working hard to achieve them.

    Decision making ability

    Setting a course of action purposely chosen from different alternatives to achieve company objectives.

    Time / workload management & prioritization

    Creating a work environment where tasks and responsibilities are accomplished successfully within the time available.

    Qualifications, Experience and Trainings Required

    Qualifications

    High-level written/verbal language & communication skills, advanced level English, BA degree preferred.

    Experience

    Experience in a multinational company is an advantage. Experience in front desk, hotel management or contact center / back office is an advantage; experience in using Global Distribution Systems.

    Trainings

    On-the-job training, CST Specialist Flight training, procedures, products.

    We are committed to equal employment opportunities and maintaining a non-discriminatory environment free from intimidation, harassment, or bias based on age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship, or marital status.

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Customer service representative