Customer Service Representative II

Role Overview

• Handle escalated service issues and monitor customer service levels
• Track and determine the source of issues and trends
• Develop an improvement plan and ensure timely turnaround of customer service correspondence
• Use BCD systems to process requests accurately and efficiently
• Provide first-level online navigational support and escalate technical issues
• Advise on travel options and resolve issues professionally
• Stay current on travel industry trends and supplier rules
• Monitor client business needs and policy changes
• Follow up on refunds, vouchers, and debit memos
• Complete administrative tasks and meet performance goals

Requirements

• Previous experience in a corporate travel office
• Proficiency in airline reservations systems
• Demonstrated problem-solving skills
• Excellent customer service skills
• Understanding of ARC rules and regulation

Benefits

• Flexible working hours and work-from-home or remote opportunities
• Opportunities to grow your skillset and career
• Generous vacation days so you can rest and recharge
• A compensation package that feels fair to you, including mental, physical, and financial wellbeing tools
• Travel industry professional perks and discounts
• An inclusive work environment where diversity is celebrated