ROLE MANDATE:
As a Customer Service support Ambassador you will support the Business by investigating and resolving escalations with travel reservations. You will support our collectors by providing travel industry expertise, options, and assistance to accommodate collectors with issues related to their travel reservations in the case of schedule changes and product notifications. You will work with our travel suppliers where assistance is required both pre and post travel. You will also research and resolve issues on travel reservations and ensure they are interfaced with back-office systems and internal platforms
ROLE RESPONSIBILITIES INCLUDE (but are not limited to):
• Resolve complex situations on collector files, communicate with travel suppliers and collectors to identify best resolution for the business and the collector. Professionally handle escalated situations and fulfill special/urgent requests such as passengers at airport or in destination with an issue, correcting errors such as name corrections and assisting with purged bookings
• Resolve requests from Finance to interface bookings that have not yet been invoiced as a result of system or manual error.
• Other tasks as required such as updating processes and processing payment requests and refunds
• Work closely with the Finance team to resolve invoicing issues
• Coordinate with and provide support to Reservation change agents to resolve collector inquiries and escalations
• Work closely with airline, hotel and car partners to resolve issues related to modifications, cancelled bookings and customer service complaints
• Analyze errors and use a decision-making model to ensure that customer needs are met where agent or system errors have occurred, and fees may need to be waived or refunded
• Provides solutions to atypical problems based on proven practices or procedures
• Work with the Ticketing team to ensure urgent changes to tickets are actioned
• Work with multiple applications and scripts simultaneously to ensure our supplier bookings are up to date, Sabre reflects correct information, and other internal teams have required information needed to reconcile and process reservations
• Make outbound calls to AirMiles collectors when required to determine their needs and offer best solutions i.e. voluntary or involuntary changes, resolve errors or supplier product modifications
MUST-HAVE SKILLS:
• Sabre experience
• Excellent communication skills both written and verbal
• Collaborative individual with great teamwork capabilities
• Experience working in a similar role
• Customer focused
• Creative thinker , solutions oriented
• The ability to work independently and exercise sound judgement
• Previous work experience or education in the travel industry required
• High level of competency with Sabre and Sabre Red
• TICO certified
NICE-TO-HAVE SKILLS:
• Travel GDS platforms
INTERVIEW:
• Virtual Interview via Teams
URGENT: Please read the job description above. If this interests you, apply to the job with your most updated resume, including your contact number and email address.
The recruiter in charge of this role is San.
If you do not think you are a match for this opportunity, but know someone who is, feel free to forward this job description to them and you will be eligible for a referral bonus upon a successful hire.
Please note that this is the most up to date version of job description available at this time – During Client Interview you will receive additional information – variance may apply!
Please note: Adherence to our end client’s vaccination policy is a requirement.
Please visit the TEAMRECRUITER website to review other CAREER OPPORTUNITIES!
Nous sommes une équipe dynamique valorisant l’esprit d’équipe, le respect et le souci d’un travail bien fait. Nous sommes à...
Apply For This JobNotre client une entreprise internationale dans le domaine de l’ingénierie et de la gestion de projet recherche un responsable de...
Apply For This JobOverview You’ve got big plans. We have opportunities to match, and we’re committed to empowering you to become a better...
Apply For This JobYou are a sales representative on the south shore of Montreal, with experience in heavy vehicle parts and wish to...
Apply For This JobWhy you’ll love working here: high-performance, people-focused culture our commitment that equity, diversity and inclusion are fundamental to our work...
Apply For This JobLieu du poste : Nunavik / Kuujjuaq – Ce poste requiert que le candidat situé sur place avec des retours...
Apply For This Job