[Hiring] Guest Services Specialist @Group Voyagers

Role Description

The Guest Services department creates happy guests by assisting guests who may be having difficulties or need assistance while they are on tour as well as address any concerns post tour. The goal is client retention and customer satisfaction.

Qualifications

• A minimum of one year or more experience in a customer service problem resolution capacity within a call center environment or in a customer service position.
• Excellent written and verbal communication skills.
• Problem solving, De-escalation and Customer Retention skills.
• Technical and functional skills using a variety of computer applications.
• Ability to type at least 35 wpm.
• Product knowledge of Globus family of brands products, services, policies, and features preferred.
• Ability to work in a call center environment that includes structure, shifts, performance measurements, etc.

Requirements

• Resolving service issues for customers on tour to bring early resolution to customer issues and reduce post-tour complaints.
• Influencing product loyalty by listening to and acknowledging the needs and concerns of the customer, building trust and reducing fears, and efficiently and effectively resolving issues.
• Maintaining customer and travel agent satisfaction by clarifying the complaint, researching and determining cause of the problem, selecting and explaining the best solution, expediting correction or adjustment and bringing closure to the issue.
• Identifying trends and quality issues by collecting and analyzing information and forwarding to management.
• Balancing customer retention goals with company budget guidelines by tracking problem resolution costs.
• Preparing written correspondence using the appropriate protocols and formats.
• Handling inbound and outbound/service calls as needed using GVI’s customer service and sales call model.
• Working in a care and concern capacity during incidents.
• Developing business relationships and fostering a spirit of cooperation with GVI departments as needed to serve the needs of the customer and travel agents.
• Contributing to a team effort by accomplishing related results or projects as needed.

Education

• The preferred candidate will hold an associate’s degree (A.A.) or equivalent from two-year College or technical school; or six months to one year related experience in customer service, sales, or travel industry; or equivalent combination of education and experience.

Benefits

• Generous benefit package including travel benefits and retirement.