Customer Service Representative II

BCD Travel is a travel management company seeking a Customer Support Representative for their Operations team. In this role, you will handle escalated service issues, monitor customer service levels, and develop improvement plans while ensuring timely correspondence with customers.

Responsibilities:

• Handling escalated service issues
• Monitoring customer service levels
• Tracking and determining the source of issues and trends
• Developing an improvement plan
• Ensuring timely turnaround of all customer service correspondence
• Using BCD systems to process requests accurately and efficiently
• Providing first-level online navigational support and escalating technical issues
• Advising on travel options and resolving issues professionally
• Staying current on travel industry trends and supplier rules
• Monitoring client business needs and policy changes
• Following up on refunds, vouchers, and debit memos
• Completing administrative tasks and meeting 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