Digital Support Specialist

Group Voyagers• US,

3d•$0 - $20•Hybrid

About The Position

Globus family of brands, with over 95 years in travel, creates culture-rich vacations in more than 70 countries. The Customer Care Support team aims to create happy guests by supporting internal associates and Travel Agent partners. They focus on improving the behavioral, technical, and functional aspects of daily operations, while also fostering personal and professional growth. Their goal is to scale valuable output and improve results by managing learning, knowledge, change, and performance activities to increase ROI and revenue.

Requirements

A minimum of six months in a customer service capacity within a call center environment in a position of resolving problems and handling projects.
Technical and functional skills using a variety of computer and telephony applications.
Ability to type at least 60 words per minute.

Nice To Haves

An associate degree (A.A.) or equivalent from a two-year college or technical school; or six months to one-year related experience in customer service, sales, or travel industry; or equivalent combination.
Product knowledge of Globus family of brands products, services, policies, and features.
Ability to work in a call center environment that includes structure, shifts, performance measurements, etc.
Understanding of contact center schedule adherence requirements, adhering to post schedules and using proper phone status

Responsibilities

Receiving and acting on inbound emails and chats via contact center tools to resolve reservation-related issues, requests, or assisting with a sale.
Receiving inbound technical support calls via contact center tools from Travel Advisors and Guests specific to our websites, Travel Agent Portal, MySites, Online Reservation Systems, including GCS bookings and the India office.
Effectively responding to travel agent inquiries sent electronically by maintaining knowledge of the products, competitive key differences, and destination expertise while reaching and exceeding service level agreements.
Reporting back to Knowledge Management on areas of opportunity for the Knowledge Base (Atlas).
Handle specialty accounts like GCS & assist with TourRadar working in the BCP (Online Portal owned by TourRadar).
Expressing ideas for process improvements to increase flexibility, reduce administrative costs, and increase interactivity with customers.
Developing business relationships and fostering a spirit of cooperation with Gfob departments and offices as needed to serve the needs of the customer and travel agents.
Completing specialty projects as needed to support operational efficiencies while reducing cost.