Customer Service Coordinator

Overview

This role is eligible for a bonus based on the company’s financial goal achievement and individual performance.

The customer service coordinator will be responsible for researching and closure of debit memos, handling customer inquiries and complaints, resolving client issues with vendors and ensuring customer satisfaction. This individual will provide analysis on debit memo trends and make recommendations for training and process improvements based on identified trends, as well as work with the Service Delivery leaders to ensure issues are closed in a timely manner.

Responsibilities

Customer Service

• Communicate directly with service delivery managers or other designated contacts regarding research and outcomes.
• Liaise with vendors when required.
• Provide monthly reporting for debit memos, including tracking of payout amounts.
• Provide analysis and trending regarding debit memo root cause.
• Provide recommendations for training and/or process improvement based on analysis.
• Meet with Service Delivery Director to review trends and open cases.

Qualifications

• 5+ years’ experience in the travel industry (strong knowledge of Sabre GDS is required).
• Excellent written and verbal skills.
• Excellent customer service skills.
• Strong attention to detail.
• Strong Microsoft Office skills (Word, Excel).
• Has strong understanding of own skill set and development opportunities.
• Demonstrates exceptional teamwork.
• Proactively offers support when ability matches need.
• Acts as a leader among peers.
• Consistently demonstrates mastery of the guiding principles in daily work habits.
• Ability to provide constructive feedback to agents, peers, and leaders when appropriate.
• Ability to handle very difficult situations.
• May seek minimal guidance, but generally has solution at hand.
• Thinks creatively to find best/appropriate solution to difficult problems.
• Able to support peers in decision making.
• Knows when to escalate to a leader.