Job Details

The Customer Service Representative attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfill customer needs to ensure customer satisfaction.

Job functions:

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Recommend potential products or services to management by collecting customer information and analyzing customer needs
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming calls
• Assist in generating sales leads
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Meet personal/team sales targets and call handling quotas
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers
• Resolve customer complaints via phone, email, or mail
• Use telephones to reach out to customers and verify account information
• Greet customers warmly and ascertain problem or reason for calling
• Assist with creation of reservations, reservation changes, confirmations, including price quotes, and contracts
• Create client profiles, take payment information and other pertinent information requires
• Act as the company gatekeeper needed
• Attempt to persuade customer to reconsider cancellation
• Inform customer of deals and promotions
• Sell transportation services, including global service
• Utilize computer technology to create reservations, contracts, passenger manifests
• Work with customer service manager to ensure proper customer service is being delivered