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Customer Service Ambassador
hace 2 meses
The Customer Service Representative (CSR) will be responsible for delivering exceptional customer service and support to clients through various channels. As the primary point of contact, you will be responsible for resolving customer queries, concerns, and issues in a timely and efficient manner. The CSR is focused on providing a seamless experience for our clients while increasing revenue through proactive prevention of trip cancellations.
Key Responsibilities- Answer incoming customer calls concerning billing, trip information, and policy and procedures.
- Provide accurate information to resolve all customer inquiries in a polite, professional, and timely manner.
- Accurately note all incoming and outgoing contact information in tour delivery systems.
- Review, prepare, and route customer information via email to relevant colleagues to inform, update, or request information needed to resolve a customer issue.
- Remain knowledgeable of WorldStrides policy and procedure within the scope of the CSR function.
- Provide ongoing feedback to the immediate leader to promote growth within this function.
- Support Quality Assurance checks by leadership; this position will be monitored and/or recorded for quality assurance regularly.
- Debrief Team Leader on problematic accounts and trends identified during customer contact.
- Assist with outbound customer calls or other cross-functional work during non-peak periods.
- Associate degree or post-high school graduate preferred.
- 1-2 years of experience in customer service or a related field such as tourism.
- Excellent communication and interpersonal skills.
- Strong problem-solving and decision-making skills.
- Ability to multitask and prioritize workload in a fast-paced environment.
- Proficient in computer skills and experience using a CRM system.
- Availability to work flexible hours, including weekends and holidays.
- Positive attitude and willingness to learn and grow with the company.
- Ability to sustain long periods of inbound calls and communication with customers.
- Ability to position company policies positively and professionally.
- Analytical capacity to make decisions at a certain level.
