差旅顾问 III - Chase 旅行（远程 - 塔姆佩，亚利桑那州）
Servicing Travel Advisor III - Chase Travel (Remote - Tempe, AZ)
职位描述：
你对旅游业充满热情，喜欢解决问题，并与我们有共同的目标：帮助客户轻松规划和预订奢华旅行。加入Chase Travel，与我们一同打造旅行的未来，同时将你的职业生涯推向新的高度！
作为旅行顾问，你将为内部和外部客户提供与旅行预订相关问题的支持，以及处理更复杂的情况。展示解决问题的能力并作为服务专家，你将采取必要的步骤来识别、研究并解决通过诊断和讨论特定问题，重点是提供卓越的服务。你将积极与外部供应商合作，及时协商适当的解决方案并尽量减少成本，同时确保无缝的客户体验。
职位职责：
- 回应与旅行安排相关的客户咨询，并通过关注短期和长期解决方案来解决问题，同时作为公司和客户的倡导者，应用根本原因解决策略。
- 与内部团队协作以排查问题、学习并及时提供解决方案，高度重视准确性。
- 了解所有客户计划、产品和流程，并支持各种在线预订工具和多个网站。
- 与供应商和外部客户有效协商，达成各方都能接受的解决方案，包括忠诚度积分、兑换、计划例外情况和费用豁免等问题。
- 根据规定的标准保持高质量的通话；对所分享和观察到的信息保持适当的保密性。向直接上级及时汇报所有重要问题或异常情况，并在必要时采取迅速的纠正措施，或提供替代行动方案的建议。
- 实时协助其他旅行顾问解答与旅行政策和不同预订应用程序相关的问题；指导顾问遵循最佳服务实践；监控和管理代理错误、升级和客户例外情况；并在数据库中更新跟踪信息。
- 在与内部和外部客户以及所有部门合作时，展现出专业水平的活力和热情，以及良好的工作关系，以提高质量和客户服务水平。
所需的资格、能力和技能
查看英文原文
Job description:
You are passionate about the travel industry, enjoy problem-solving, and share our common goal: to help our customers plan and book luxury travel with ease. Join Chase Travel and help us build the future of travel while taking your career to new heights!
As a Travel Advisor, you will support both internal and external customers with questions related to travel reservations and more complex situations. Demonstrating problem-solving skills and functioning as a service specialist, you will take the necessary steps to recognize, research, and resolve issues through diagnosis and discussion of a particular problem, with a focus on delivering service excellence. You will proactively work with external providers to negotiate an appropriate resolution and minimize costs in a timely manner, while ensuring a seamless customer experience.
Job responsibilities:
- Respond to customer inquiries related to travel arrangements and resolve issues by focusing on short- and long-term fixes, serving as both a company and customer advocate, and applying root-cause resolution tactics.
- Collaborate with internal teams to troubleshoot, learn, and deliver timely resolutions, with a high regard for accuracy.
- Maintain knowledge of all client programs, products, and procedures, and support various online booking tools and multiple websites.
- Effectively negotiate with vendors and external customers to reach an acceptable resolution for all parties, including issues with loyalty points, redemptions, program exceptions, and fee waivers.
- Maintain high levels of call quality based on outlined criteria; maintain an appropriate level of confidentiality regarding information shared and observed. Keep your immediate supervisor fully informed of all issues or unusual matters of significance and take prompt corrective action where necessary, or provide suggestions for alternative courses of action.
- Assist other Travel Advisors in real time with questions related to traveler policies and different booking applications; coach Advisors on best practices for servicing all customers; monitor and manage agent errors, escalations, and customer exceptions; and update tracking information in a database.
- Provide a professional level of energy and enthusiasm, as well as strong working relationships, when partnering with internal and external customers and all departments to increase quality and customer service levels.
Required qualifications, capabilities, and skills:
- High school diploma or equivalent.
- Two or more years of experience in the travel industry, including intermediate to advanced knowledge/proficiency of the Global Distribution System (GDS) and/or other technology platforms, including self-booking tools.
- Demonstrated effective communication and interpersonal skills to manage internal and external customer issues.
- Working knowledge of Microsoft Office programs such as Excel, Word, and Outlook; ability to quickly learn technical concepts.
- Excellent time management and multitasking ability, including advanced knowledge/proficiency using multiple screens in an online environment.
- Ability to work independently, while also functioning as a team member.
Applicants must be authorized to work for any employer in the U.S. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at the time of offer and may differ from this posting. This role does not provide relocation assistance, so all candidates must be local to the work locations listed in the job posting or willing to relocate on their own immediately upon hire.
Shift / Schedule information:
Work schedules will vary. Candidates must be willing to work during our operating hours, which include evenings and weekends. Specific information will be provided by the recruiter. This position requires that you attend the training as scheduled. Training hours may not coincide with your regularly scheduled hours.
Originally posted on Himalayas