Guest Services Specialist

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

📋 Description

• Address customer service issues for clients on tour to ensure prompt resolution and minimize post-tour complaints.

• Enhance product loyalty by attentively listening to customer needs and concerns, fostering trust, alleviating fears, and efficiently resolving issues.

• Sustain customer and travel agent satisfaction by clarifying grievances, investigating causes, selecting and explaining solutions, expediting corrections or adjustments, and resolving issues.

• Recognize trends and quality concerns by gathering and analyzing information, then communicating findings to management.

• Align customer retention objectives with company budget constraints by monitoring the costs associated with problem resolution.

• Draft written communications adhering to the required protocols and formats.

• Manage incoming and outgoing service calls as necessary using GVI’s customer service and sales call model.

• Act with care and consideration during incidents.

• Build business relationships and promote collaboration with GVI departments to better serve customers and travel agents.

• Contribute to team efforts by achieving related results or participating in projects as needed.

⛳️ Requirements

• At least one year of experience in a customer service problem resolution role within a call center or customer service position.

• Outstanding written and verbal communication abilities.

• Skills in problem-solving, de-escalation, and customer retention.

• Proficiency in various computer applications and technical skills.

• Familiarity with Enterprise Reservation System, Outlook, Internet, and Microsoft Office (Teams, Excel, Word, Outlook).

• Capability to type a minimum of 35 words per minute.

• Preferred knowledge of Globus family of brands products, services, policies, and features.

• Ability to thrive in a structured call center environment, including shifts and performance metrics.

• Must reside in the United States or Canada.

• Capability to sit, walk, stand, bend, answer phone calls, send formal email responses, enter and retrieve computer data, and analyze report data.

🏝️ Benefits

• Comprehensive benefits package including travel benefits and retirement options.