Call Center Specialist | Baggage Claim

Position: Travel Associate / Travel Consultant / Call Center Associate

Location: Cape Town

100% work from office, mostly US shifts

Must have: Travel Domain experience

Profile Summary:

IGT is looking for a Travel Associate / Travel Consultant, providing customer service support by responding to chat/emails and receiving calls on customer concerns in a 24x7 support operation. The ultimate goal is to provide a positive customer experience.

Primary Job Responsibilities:

1. Promptly responding to customer queries via email, chat, phone, and social media channels.
2. Analyzing complaints from customers and providing adequate resolutions.
3. Maintaining a polite, helpful, and professional manner at all times.
4. Ensuring customer requests are handled in an appropriate and timely manner.
5. Responding professionally to customer inquiries/complaints received via phone, e-mail, or chat and ensuring that appropriate action is taken.
6. Utilizing various client-based tools and applications for customer management and servicing.
7. Meeting personal targets and working towards meeting team targets.
8. Adhering to process quality and compliance guidelines.
9. Adhering to staffing/attendance metrics.

Education and Essential Experience:

1. Bachelor’s or College Degree/Undergraduate/Senior High School or High School Graduate.
2. Above-average communication and listening skills with a good command of the English language.
3. Prior experience with customer service and call centers in relevant job roles.
4. Good understanding of basic computer skills.
5. The ability to respond appropriately under pressure.
6. Sound judgment and good problem-solving skills.
7. Exhibits self-motivation, the ability to multitask, and pays close attention to small details.
8. Displays the ability to work in a collaborative and team-oriented environment.
9. Proven ability to multitask and adapt to change.
10. Relentless enthusiasm for the job at hand, excellent customer and quality focus.
11. Availability to work in fixed/rotational shifts.

Key Enablers:

1. Interpersonal and customer service skills.
2. Analytical and problem-solving skills.
3. Multitasking and organizational skills.
4. Ability to answer a high volume of calls and/or emails daily.
5. Ability to share work among a customer service team.
6. Attentiveness and patience.
7. Time-management skills.
8. Ability to find the positive in any situation.

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment, or bias based upon these grounds.