Description

Job Description:

Lodging & Hospitality Associates in this role get to:

  Be the Point of Contact;  answer inbound calls to provide exceptional customer service to consumers. Respond to inquiries about products and services, processing payments, or performing general account maintenance. Up-selling customers to new products or services may be encouraged.

Responsibilities:

  •  Answers calls and responds to emails
  • Identifying and solving customer challenges, including mediating between guests and hosts, and escalating issues appropriately
  • Handles customer inquiries both telephonically and by email
  • Researches required information using available resources
  • Multi-tasking to monitor and control concurrent tasks simultaneously
  • Provides customer service information
  • Enters new customer information into system
  • Updates existing customer information
  • Processes reservations
  • Routes calls to appropriate resource

Qualifications:

Our most successful candidates will have:

A minimum of 3-4 CXC/GCE subjects inclusive of English Language, or a U.S. high school diploma or GED. 

  • Must have a valid (not expired) government issued ID, TRN and NIS card.
  • Must have flexible availability to work any day and any assigned shift weekly.(Weekends and Public Holidays).
  • Must be able to train and work onsite.
  • Demonstrated ability to perform at a high level, to support our high volume of inbound calls.
  • Experience in customer service is an asset and preferred.
  • Good systematic problem solving ability , using sound business judgment, and following through on commitments to customers.
  • The ability to quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs.
  • Excellent attention to detail.
  • See through the eyes of the customer.
  • Excellent verbal and written communication skills; able to translate Customer communication rapidly and effectively on live voice or chat interactions. proficient reading skills required.
  • The ability to project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel.
  • Ability to effectively organize, prioritize, multi-task and manage time.
  • Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred.
  • Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required.
  • Ability to type over 30 WPM with 80% accuracy.
  • Must be very tech savvy with strong abilities in handling troubleshooting techniques and resolving technical issues.
  • Inspire confidence and positively influence the behaviour, actions, and thoughts of others.
  • Must be able to pass a criminal background check and drug test as needed

Education

Any Gradute