Call Center Agent (German)

Where: Las Vegas (United States)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in German

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Frontline Customer Care for the company both email and phone work.
  • Servicing booking requests, placing reservations by phone, inquiries by email and phone, administration and sales
  • Communication to Customer Care Manager in relation to all customer care & support issues
  • Use initiative to ensure product information from bookings and assistance requests is up to date and forwarded to product team if needed
  • Accurate delivery of booking information into various in-house software solutions
  • Time management of effective customer care delivery
  • Maintenance of existing Customer Care tools (databases, manuals, in-house forms)
  • Continuing improvement to customer care administration and work methods
  • Effective “handover” to following Customer Care staff members – clear, concise and detailed information
  • Special project / product work when required
  • Point of contact (on a rotating basis) for retail travel distributors, customers, agents & suppliers in relation to all Viator product and the online booking process
  • Logging and collating all system and product errors
  • Control (on a rotating basis) of the online booking / cancellation / amendment procedures
  • Responsible for email work queues in VRS (Viator’s reservation system) submitted to our family of websites and will assist in responding to incoming customer service emails.
  • Working with suppliers to negotiate reasonable outcomes for customers
  • Responsible for monthly gross booking goals through new sales bookings and amendments to existing bookings.
  • Responsible for assisting Bokun suppliers with product and account set up and maintenance through the Bokun chat feature.
  • Additionally, this position will assist with call volume in the Contact Center.

EXPERIENCE and/or EDUCATION

  • Requires 2-4 years of experience in related field, preferably in travel and a call center setting
  • Excellent communication, time management skills, the ability to work under pressure and meet deadlines on multiple projects
  • Excellent analytical, problem solving, administrative, multi-tasking, organization and prioritization skills
  • Ability to work efficiently, independently and cohesively, consistently producing quality unsupervised results
  • Experience in travel either in product development, operations or reservations
  • Solid experience in Phone Sales preferable but not essential
  • Basic background knowledge of computers and IT functions
  • Global geographical knowledge
  • Excellent interpersonal and communication skills (verbal and written), fluent in English and articulate
  • Excellent customer care skills
  • Computer literate to Microsoft Windows applications required; preferably (Excel, Outlook, PowerPoint, Word)
  • Must be committed to a flexible work schedule which will include early morning, mid-morning, evenings and weekends
  • Must possess critical thinking and problem solving skills
  • Must have the manual dexterity to operate a computer and other office equipment.

Physical Demands

  • The ability to work within a close environment.
  • Constantly hearing, listening, speaking – must wear headset, holding head up for long periods.
  • Constantly sitting for long periods of time, wrist motion, manual dexterity, fingering, and handling.
  • Frequently seeing, moving eyes, arms, hands and fingers freely, eye/hand coordination, attention to/observing details, making decisions and following directions.
  • Occasionally walking 10 – 30 ft.
  • Frequently reading, writing and working rapidly; concentrating amid distractions.
  • Occasional standing, wrist motion, twisting, bending, lifting up to 25 lbs., carrying, pushing, pulling, kneeling and handling.

LANGUAGE SKILLS:

  • Excellent communication skills (fluent both written and oral) in English and German languages
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