Contact Centre Agent

Summary

  • Handles all telephone calls in line with the Service Standards and Procedures;
  • Uses the reservation systems to process telephone sales for individual clients;
  • Promotes products and services in order to generate revenue;
  • Assists clients with specialist support and after-sales service, such as reservations changes, purchase of additional services, and special requests;
  • Provides relevant information to clients in order to enhance customer service and loyalty;
  • Responds to client emails and chats in line with the appropriate service level agreements (SLAs);
  • Assists clients with their online booking and other web queries;
  • Reports customer feedback on web functionalities and content;
  • Assists with in-house support and training of new staff, when required;
  • Participates in specific operational projects, as required.


Vacancy Details

Working hours are 9-6 Monday to Friday

9-5.30 on Saturday and 9-4.00 on Sundays

The rota is a rotating 5 day out of 7 rota and will be given month in advance.

 


Experience Required

The experience we are seeking for this position is previous working with a CRS in a reservation position.

Ideally you will have worked with travel but consideration will be made if you have held a reservation/bookings role and a CRS

Full paid training will be given 

  • Fluent English, oral and written. Any additional - European language is considered an advantage (Italian, Portuguese, German, Spanish and French);
  • Educated to ‘GSCE’ level standard or equivalent;
  • Very good knowledge of Microsoft Office package;
  • A track record in the travel industry either in retail or tour operations/airline reservations;
  • Experience in CRS;
  • Good geographical knowledge particularly areas
  • Organisation and prioritisation skills;
  • Ability to work flexibly to the needs of the business and under pressure;
  • Ability to think outside the box and be open to new challenges;
  • Flexibility to attend suppliers training events and/or educational;
  • Excellent verbal and written communication skills.

Salary £21K

Working hours are 9-6 Monday to Friday

9-5.30 on Saturday and 9-4.00 on Sundays

The rota is a rotating 5 day out of 7 rota and will be given month in advance.- Normally 3 weekends worked out of 4.