Customer Service Representative | Baggage Claim Specialist

IGT Solutions; Wes-Kaap; On-site; ZAR 150 000 - 250 000; Full time

Job summary

An established industry player is seeking a dedicated Travel Associate to enhance customer service in a dynamic environment. This role involves responding to customer inquiries through various channels and ensuring a positive experience. Ideal candidates will possess strong communication skills, a knack for problem-solving, and the ability to handle high volumes of customer interactions. Join a team that values collaboration and excellence, and contribute to creating memorable travel experiences for customers. If you're passionate about customer service and thrive in a fast-paced setting, this opportunity is perfect for you.

Qualifications

• Experience in customer service and call centers is essential.
• Strong communication skills and ability to multitask effectively.

Responsibilities

• Respond to customer queries via email, chat, and phone.
• Analyze and resolve customer complaints professionally.
• Maintain a positive customer experience at all times.

Skills

Customer Service

Communication Skills

Problem-Solving Skills

Multitasking

Analytical Skills

Education

Bachelor’s Degree

High School Graduate

Tools

Client-Based Tools

Job description

Position: Travel Associate / Travel Consultant / Baggage Claim Specialist

Location: Cape Town

Work Arrangement: 100% work from office, mostly US shifts

Must Have: Travel Domain Experience

Profile Summary:

IGT is looking for a Travel Associate / Travel Consultant to provide 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 respond to customer queries via email, chat, phone, and social media channels.
2. Analyze complaints from customers and provide adequate resolutions.
3. Maintain a polite, helpful, and professional manner at all times.
4. Ensure customer requests are handled in an appropriate and timely manner.
5. Respond professionally to customer inquiries/complaints received via phone, e-mail, or chat and ensure appropriate action is taken.
6. Utilize various client-based tools and applications for customer management and servicing.
7. Meet personal targets and work towards meeting team targets.
8. Adhere to process Quality and Compliance Guidelines.
9. Adhere 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. Exhibit self-motivation, the ability to multitask, and pay close attention to small details.
8. Display 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.

Regards,

Varsha Batra

Email: [e-mail]

Phone: [phone] (WhatsApp)