Customer Service Representative

This is a fully remote position, open to applicants in United States, +1 more state.

📋 Description

• Accurately manage customer travel inquiries utilizing BCD Travel tools and systems.

• Investigate, address, and document customer concerns and complaints within established timeframes.

• Provide outstanding customer service through empathy, effective communication, and problem-solving skills.

• Uphold high quality standards by adhering to BCD Travel policies, procedures, and service guidelines.

• Achieve or surpass individual and team performance objectives and KPIs.

• Maintain professional communication with customers, vendors, and internal teams, both verbally and in writing.

• Oversee follow-up activities and keep customers updated on the status and resolution of issues.

• Work collaboratively with team members and support ongoing process enhancements.

• Conduct quality control audits and comply with SLAs and quality control standards.

• Identify root causes and drive continuous improvements to meet service and business performance objectives.

⛳️ Requirements

• Experience in customer service managing complex inquiries and resolving issues.

• Strong analytical and problem-solving abilities with keen attention to detail.

• Capability to manage multiple priorities effectively.

• Experience in the travel industry, including proficiency with airline reservation systems.

• Understanding of ARC/BSP regulations.

• Familiarity with GDS Amadeus.

• Excellent communication skills and a customer-centric approach.

• Ability to work independently, exercise sound judgment, and maintain flexibility in work schedules.

• In-depth knowledge of air, hotel, and car travel products as well as client travel policies.

• Willingness to accommodate schedule flexibility requirements and work various shifts based on business needs.

🏝️ Benefits

• Flexible working hours with options for remote or work-from-home arrangements.

• Opportunities for professional skill development and career advancement.

• Generous vacation days to help you rest and recharge.

• Access to mental, physical, and financial wellbeing resources.

• Travel industry perks and discounts for professionals.

• An inclusive work environment that celebrates diversity.

• Reasonable accommodations as necessary.