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| Beschäftigungstyp: | Permanent |
| Standort: | Switzerland |
| Gehalt: | To be determined |
| Sprachen: | Französisch, Deutsch |
Details für die Anzeigenschaltung
- Name:Approach People
- Veröffentlichung:31-05-2012
- Code:SWtcs
PURPOSE STATEMENT:
The Customer Relation Desk Agent will have to find the appropriate solution in order to deal with customer complaints respecting our client interests (in German, French and English).
The agent is in charge of dealing with all the e-mails, letters and eventually phone calls concerning problems with past bookings only (the client should be back from his destination).
The Agent takes care as well for the e-mails received on our dedicated mailboxes linked to price guarantee and data protection complaints.
An eventual support to our Operational team (escalation desks) might be required
MAIN RESPONSIBILITIES
To provide:
To analyze all incoming customers requests (post return) in German, French and English
To contact the relevant providers in order to help solving the request
To ensure the follow up with the providers and if necessary involve the support of the concerned Product Managers
To reply our customer with the result of the outcome
To handle any objection situation
To action the refund process if compensation is due
To escalate and propose any improvement of internal procedure or terms and conditions updates
To analyze all incoming customers’ requests linked to price guarantee and data protection
KNOWLEDGE, SKILLS & EXPERIENCE
Previous travel/Tour operator/Customer Service experience is an asset
Excellent French & English & German comprehension
Excellent written (formal letter writing) skills
Excellent analyze skill, attention to detail
Formal drafting of correspondence/reports/arbitration submissions is required
Diplomat, positive attitude, flexible, rapport building skills are essential
Personal travel experience is desired
Ability to multi-task and be self motivated would be required
Time management
Microsoft Excel and Word knowledge is requested
GDS – Amadeus experience
Aged 20-35 years old
KEY MEASURES
Successful performance in the position can be measured by:
High accuracy levels in complaint management
Ability to follow up many requests at the same time maintaining quality in all
Providing high written and analyze skills
WORKING RELATIONSHIPS & TEAM WORKING
Vendors (Airlines, hotelier, car rental)
Operations
Global Training team
Product and Marketing teams
The Customer Relation Desk Agent will have to find the appropriate solution in order to deal with customer complaints respecting our client interests (in German, French and English).
The agent is in charge of dealing with all the e-mails, letters and eventually phone calls concerning problems with past bookings only (the client should be back from his destination).
The Agent takes care as well for the e-mails received on our dedicated mailboxes linked to price guarantee and data protection complaints.
An eventual support to our Operational team (escalation desks) might be required
MAIN RESPONSIBILITIES
To provide:
To analyze all incoming customers requests (post return) in German, French and English
To contact the relevant providers in order to help solving the request
To ensure the follow up with the providers and if necessary involve the support of the concerned Product Managers
To reply our customer with the result of the outcome
To handle any objection situation
To action the refund process if compensation is due
To escalate and propose any improvement of internal procedure or terms and conditions updates
To analyze all incoming customers’ requests linked to price guarantee and data protection
KNOWLEDGE, SKILLS & EXPERIENCE
Previous travel/Tour operator/Customer Service experience is an asset
Excellent French & English & German comprehension
Excellent written (formal letter writing) skills
Excellent analyze skill, attention to detail
Formal drafting of correspondence/reports/arbitration submissions is required
Diplomat, positive attitude, flexible, rapport building skills are essential
Personal travel experience is desired
Ability to multi-task and be self motivated would be required
Time management
Microsoft Excel and Word knowledge is requested
GDS – Amadeus experience
Aged 20-35 years old
KEY MEASURES
Successful performance in the position can be measured by:
High accuracy levels in complaint management
Ability to follow up many requests at the same time maintaining quality in all
Providing high written and analyze skills
WORKING RELATIONSHIPS & TEAM WORKING
Vendors (Airlines, hotelier, car rental)
Operations
Global Training team
Product and Marketing teams
Due to the nature of this position, the recruiter has requested to restrict applications by location. Only candidates in Europe (EEA) may apply.
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