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Customer Support Agent
hace 2 semanas
For our Customer Support department we are seeking a Customer Support Agent. The **Customer Support** department manages incidences, questions and requirements from our Destination offices as well as from our end clients, Tour Operators.
**Responsibilities**
- Receive customer calls via mail and phone of incidents for products and services, prioritize them and solve them or escalate them accordingly to next level when necessary
- Ensure customer satisfaction through courteous and effective communication, problem solving and efficient processes
- Track issues escalated and follow up to keep clients/users informed
- Research and respond questions using available information resources (knowledgebase, other available tools)
- Identify user training needs and coordinate trainings with Training Department
- Identify and escalate situations requiring urgent attention (2nd level)
- Stay current with system information, changes and updates
- Working knowledge of the travel industry essential, preferably hotel incoming business
- Customer service experience essential
- Experience with bug tracking systems, preferable but not essential
- Languages: English & Spanish (fluent written and spoken). Other languages are very welcome.
- Knowledge of Microsoft Office Applications user level
- Availability to travel for Onsite Training (65 destination offices)
- Outgoing personality to interact and work with colleagues
