Call Center Agent - Travel - Century City, South Africa

Main purpose
The key objective of the role is to identify and understand customer needs, delivering a first class customer service to increase the profitability of the business while remaining committed to treating customers fairly.

Key responsibilities:
• Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer value at first point of contact
• Identify and understand customer needs in order to provide a consistently high quality service
• Effectively promote the client’s products and enhance customer experience and loyalty
• Provide accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service
• Escalate any queries, complaints and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner
• Ensure action is taken to increase customer retention, loyalty and build a credible reputation
• Operate customer related information systems (GDS) to the required standard maintaining accurate and secure records
• Understand and adhere to the company and department standards, policies and procedures
• Adhere to procedures, in particular, to promote a culture where customers are treated fairly and are properly informed.
Experience, knowledge, skills and attributes required:
• 2 years’ experience in the travel, tourism or customer service industry
• Grade 12 or equivalent
• 12 months travel and tourism training or relevant training advantageous
• GDS training system, preferably Amadeus, Sabre & Galileo
• Knowledge of airline industry with basic knowledge of fares and ticketing and intermediate knowledge of a GDS
• Excellent understanding or experience of delivering great customer service to a customer

Key requirements:
• A Matric/Grade 12 Certificate or equivalent;
• Travel and Tourism qualification would be advantageous but not essential.