Customer Service Representative (Remote)
United States of America
Full Time
6 hours ago
No H1B
Key skills
Reservation system usageBooking processingInbound call center operationsOutbound call handlingSales supportMicrosoft OfficeTask managementCommunicationSales
About this role
Xanterra Travel Collection is known for providing personalized and immersive travel experiences. The Customer Service Representative is responsible for servicing Windstar Cruises and products through various communication channels, assisting Travel Advisors and Guests with their reservations and inquiries.
Responsibilities:
- Conduct daily production work related to the processing of bookings in the systems and subordinate systems, with high level booking quality and accuracy
- Process reservations, revisions, cancellations, booking notes and all aspects of the bookings using reservation system
- Apply company policy effectively to bookings
- Provide 180 degrees from Ordinary Guest Service through all lines of communication to our guests and clients in a professional and calm demeanor at all times
- Act as the primary call and contact agent for all service related inquiries by phone, email and Windstar Website Chat agent contacts
- Assist in the overall revenue goals of the Department by attempting to upsell or add value on all existing bookings
- Perform sales call backup to Reservations in peak calls time, as directed by management
- Adhere to company policy and procedure
- Demonstrate a strong functional knowledge of the Windstar product
- Advise supervisor of all problems and recommended resolution in a timely manner
- Assist Guest’s or Travel advisors in troubleshooting on MyWindstar or related external Windstar Systems
- Other duties as assigned by management
Requirements:
- Must be able to communicate in writing and verbally with professionalism, credibility and confidence
- Present information in a positive and convincing manner
- Capability to organize and manage multiple tasks simultaneously
- Self-starter with excellent task management skills
- A basic understanding in all Microsoft Office programs
- You must have access to a hard wired internet connection
- Cruise or tour operations / reservations experience preferred but not required
- Previous customer service experience preferred