Call Center Specialist | Travel

Position: Travel Associate / Travel Consultant / Call Center Associate

Location: Cape Town

Work Schedule: 100% work from office, mostly US shifts

Must Have: Travel Domain Experience

Profile Summary:

IGT is looking for a Travel Associate / Travel Consultant to provide customer service support by responding to chat/emails and receiving calls on customer concerns in a 24x7 support operation. The ultimate goal is to provide a positive customer experience.

Primary Job Responsibilities:

1. Promptly respond to customer queries via email, chat, phone, and social media channels.
2. Analyze complaints from customers and provide adequate resolutions.
3. Maintain a polite, helpful, and professional manner at all times.
4. Ensure customer requests are handled in an appropriate and timely manner.
5. Respond professionally to customer inquiries/complaints received via phone, email, or chat and ensure that appropriate action is taken.
6. Utilize various client-based tools and applications for customer management and servicing.
7. Meet personal targets and work towards meeting team targets.
8. Adhere to process quality and compliance guidelines.
9. Adhere to staffing/attendance metrics.

Education and Essential Experience:

1. Bachelor’s or College Degree / Undergraduate / Senior High School or High School Graduate.
2. Above-average communication and listening skills with a good command of the English language.
3. Prior experience with customer service and call centers in relevant job roles.
4. Good understanding of basic computer skills.
5. Ability to respond appropriately under pressure.
6. Sound judgment and good problem-solving skills.
7. Exhibit self-motivation, the ability to multitask, and pay close attention to small details.
8. Display the ability to work in a collaborative and team-oriented environment.
9. Proven ability to multitask and adapt to change.
10. Relentless enthusiasm for the job at hand, with excellent customer and quality focus.
11. Availability to work in fixed/rotational shifts.

Key Enablers:

1. Interpersonal and customer service skills.
2. Analytical and problem-solving skills.
3. Multitasking and organizational skills.
4. Ability to answer a high volume of calls and/or emails daily.
5. Ability to share work among a customer service team.
6. Attentiveness and patience.
7. Time-management skills.
8. Ability to find the positive in any situation.

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.