Responsibilities
Respond to member inquiries through a variety of channels, including telephone (inbound and outbound), video calls, email, and live chat
Identify and assess customers' needs to achieve satisfaction
Build sustainable relationships and trust with customer accounts through open and interactive communication
Provide accurate, valid, and complete information by using the right methods/tools
Meet personal/customer service team targets and call handling quotas
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep records of customer interactions, process customer accounts, and file documents
Follow communication procedures, guidelines, and policies
Take the extra mile to engage customers
Requirements
Proven customer support experience or experience as a client service representative—travel industry experience, especially in an agency environment preferred
Track record of over-achieving quota
Strong phone contact handling skills and active listening
Familiarity with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively
High school degree