Customer Operations Agent

hace 3 días

España Suntransfers A tiempo completo

**Job Purpose**:
The Customer Operations Specialist ensures that delivers the highest standards of service to our customers in order to maximize customer satisfaction by providing booking, travel and product assistance.

Tasks

**Responsibilities**:
An important part is solving problems for customers during travel assistance calls when decisions have to be taken fast.

**Key responsibilities are**:

- Contacting customers to help them complete payments and bookings.
- Travel assistance for customers and suppliers in the event of any kind of failure occurring during a transfer service and intermediation between both.
- Complaint handling
- Assisting on “non-standard-CS-tasks” for cross-functional projects in coordination with other departments (e.g. Translations, price comparison, publishing new routes and prices, etc.)

Once the employee reaches a satisfying level of product knowledge and track record of having taken on additional responsibilities on own initiative, the role evolves in the following responsibilities;
- Assisting colleagues with difficult cases (escalations), answering questions.
- Assisting Senior colleagues in defining training gaps and delivering training.
- Supporting the management and on-going improvement of supplier relationships.
- Assigning, organising and managing workflows, ensuring all tasks are properly prioritised and executed.
- Handling of customer and 3rd party complaints and disputes.
- Ensuring that customer or supplier communications and translations are clear, unambiguous and customer-friendly.

**Requirements**:
**Essential Skills**:

- Knowledge of customer service principles and practices.
- Very strong team worker with a proactive attitude.
- Excellent computer & internet skills.
- Experience in complaint handling.

**Desirable Skills**:

- Experience in the tourism industry.

**Languages Skills**:

- Advanced level spoken and written English & Spanish

**Person Specification**:

- Enjoys adrenaline and working under pressure.
- Pleasant, professional telephone manner.
- Excellent communication skills (verbal & written), listening skills.
- Team work, fast decision making, multitasking and problem solving skills.
- Attention to detail.
- Well-organised, dependable, fast-learner and hard working.
- Friendly, patient, empathetic customer-oriented attitude.

**Work schedule**:

- Everyone works from the office in Torroella de Montgrí (Costa Brava, Girona) a few days a week and remotely part of the week.
- 40 hours/ week split between 5 days a week (Monday to Sunday), rotating mornings, afternoons and night shiftst.

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