AIR DESK SPECIALIST

FUNCTIONAL OVERVIEW:

This position is primarily responsible for servicing travel agencies and direct guests, and providing telephone customer support services by performing the following duties.

REQUIREMENTS:

• Candidate must be a graduate of a 4-year course (any field).
• Must have background using SABRE system for the past 6 months
• With at least 3 years experience in BPO.
• At least 3 years of customer service experience and/or sales or a combination of both.
• Experience in handling an airline/cruise line account (hospitality industry) is preferred but not required.
• Excellent organizational, leadership, interpersonal communication, and computer skills.
• Clear and conceptual thinking ability is a plus.
• Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required.
• Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented.
• Remains calm and professional in stressful situations.
• Detail-oriented and works effectively under pressure while meeting all applicable deadlines.
• Must be able to work independently and productively with minimum supervision.
• Recognizes problems, identifies possible causes, and resolves routine problems.
• Ability to establish and maintain professional atmosphere for employees, clients, and customers.
• Able to work a flexible schedule to include weekends.
• Good knowledge, preferably through personal experience, of world geography, foreign countries.
• Requires a result-oriented sales professional with strong closing skills.
• Requires domestic and international travel on an as-needed basis.
• Customer service experience preferred
• Motivated self-starter
• Excellent verbal & written communication skills
• Willing to work the graveyard shift.
• Can start ASAP.

RESPONSIBILITIES:

• Serves customers by providing product and service information and resolving product and service problems.
• Attracts potential customers by answering product and service questions and suggesting information about other products and services.
• Maintains customer records by updating account information.
• Resolves product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Prepares product or service reports by collecting and analyzing customer information.
• Contributes to team effort by accomplishing related results as needed.
• Handles inbound calls and converts calls into sales.
• Makes outbound lead follow-up calls to potential and existing customers by telephone and e-mail to qualify leads and sell products and services.
• Answers questions and recommends corrective services to address customer complaints.
• Overcomes technical and business objections of prospective customers.
• Builds and maintains customer relationships.
• Oversees quality control of bookings to maintain integrity of product.
• Handles high call volume, navigates system software, and utilizes Outlook.
• Develops and nurtures relationships with travel agencies and/or direct clients.
• Updates and maintains the reservation data base and verifies client information and makes necessary corrections to new and existing bookings.