Travel Associate - Barranquilla

OBJECTIVE OF ROLE

· Handle customer service inquiries and problems associated with the servicing of company’s client base

· Answer all basic and routine customer contacts as well as more complex customer problems and/or complaints

· Utilize computer applications to provide professional service

KEY RESPONSIBILITIES

• Answers routine service calls and logs them as appropriate on the computer system
• Explains all benefits, services and claims/reimbursement procedures
• Understands the various computer screens and how to utilize them effectively
• Interfaces with customers, clients and vendors, and escalates areas of concern to the appropriated supervisory staff
• Attends assigned training sessions for further improvement in client and customer satisfaction, client information and job performance
• Adheres to all company and specific Contact Center policies and procedures
• Completes any work as assigned by Management

EXPERIENCE

Experience: 0-1 years of customer service experience

• Education: High School diploma/ GED, or equivalent work experience
• Complexity: Ability to utilize empathy, listening skills, and a courteous and a helpful attitude to focus on providing quality customer service, to use strong oral and written communication skills, to adapt to a changing work environment and the willingness to learn new skills and develop greater job knowledge
• Working Relationships: Ability to communicate with associates, customers and clients in a professional manner, and to effectively team with peers, supervisors, and management to achieve corporate and client goals
• Additional: Ability to meet a flexible work schedule including nights, weekends, and holidays as business need dictates

QUALIFICATION

• Service Oriented / Internal Customer Service: Shows excitement and love of service to customer; is easily accessible, anticipates wants, needs and expectations and seeks ways to exceed them and/or add value; gives highest priority to addressing complaints. Serves each person in the internal customer chain; keeps promises, works as an interdependent team to focus on external customers

• Fast & Flexible: Maintains a sense of urgency to complete tasks; works and collaborates in a dynamic environment; anticipates changes in the environment or circumstances and adapts accordingly
• Focus on Results: Provides persistent focus on quality and continuous improvement and results; measures, communicates and manages to key performance/profit levels; executes quickly
• Resiliency: Bounces back fast from disappointments and setbacks while remaining optimistic; accepts criticism and doesn’t take it personally; maintains a high energy level and works well under pressure; learns from both successes and failures
• Informing and Communicating: Encourages collaboration and teamwork among people; shares information across and between groups; creates a sense of ownership in problem solving by encouraging the philosophy that if there is a problem, we all own it. Encourages open discussion of ideas and opinions; listens to concerns expressed without getting defensive; works for the good of the total organization, not just own area; consults with people before making a major change that will affect them
• Teamwork & Collaboration: Disseminates relevant plans and information to people who need them; is open and honest; follows-up with people; takes a non-punitive approach to correcting issues

ABOUT US

IGT Solutions (IGT) is committed to simplifying complex customer interactions while delivering a seamless experience. It provides integrated BPM, Technology and Digital Services & Solutions for clients across industries. IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing (end-to-end) CX journeys across Travel and Hi-tech industries.

Established in 1998, with 100% focus on customer experience, IGT employs more than 20,000+ customer experience and technology specialists providing services to 75+ marquee customers globally. IGT’s global footprint consists of 23 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Indonesia, Spain, Colombia and the USA

EQUAL OPPORTUNITY DISCLAIMER

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

ADDRESS & LOCATION

Ed. Green Towers, Calle 77 B # 57-103 Piso 10, Nte. Barranquilla, Atlantico