Job Description

TITLE: PROCESS ASSOCIATE (RESERVATION AGENT)

LOCATION: OMAHA, NE

DURATION: LONG-TERM

JOB PURPOSE

This position is responsible to process transactions inbound voice support for hotel reservation, including cancellation and amendments.

PRINCIPLE ACCOUNTABILITIES

List the expected end results that must be achieved in order to fulfil your job purpose and the activities that help in achieving these results.

EXPECTED END RESULTS

1. Process Inbound/Outbound calls relating to customer queries.

2. Process customer request as per guidelines.

3. Call partner hotels for various issues and work on application software.

4. Adherence to Staffing/Attendance metrics.

MAJOR ACTIVITIES

· Needs to take inbound calls related to customer queries.

· Adherence to process Quality and Compliance Guidelines

· Make outbound calls to hoteliers.

· All deliverables related to staffing adherence and Attendance are met.

MAJOR CHALLENGES

• Process inbound/outbound calls relating to customer queries.

• Process customer request as per guidelines

RELEVANT EXPERIENCE –

• Sales mindset: passion to find the right solution for the customer (i.e., consultative skills), while also closing the sale and potentially up-selling the customer

• 1-2 years continuous front-line service in a call center or retail sales experience environment and/ or equivalent travel school/certification program, and in-depth travel industry general knowledge.

• Luxury hotel/resort experience a bonus, but not required.

• Fluent in English and language skills for market serviced

• Excellent problem solving skills with attention to details

• Excellent written and verbal communication skills

• Prior Contact Center experience

• Prior data entry experience will be an added advantage.

• Travel savvy: passion for/experience with travel.

BEHAVIORAL COMPETENCIES AND SKILLS –

• Ability to Learn and Apply Procedures

• Adaptability

• Communication / Customer Service

• Stress Tolerance

• Work Commitment / Motivation

PERSONAL CHARACTERISTICS & BEHAVIOURS

· Excellent written and verbal communication skills in English.

· Keen to details

· Proactive

· Customer Oriented

· Flexible to shifting schedules & willing to work long hours &/or during holidays

· No criminal records

· No active violations and/or disciplinary memos

· Flexible and adaptive to work schedules

· Has positive behaviour and background

· High level of integrity and accountability

DIMENSIONS

• To provide language customer support & transaction processing

• To meet and exceed KPIs (AHT, quality, and Conversion)

• To follow processes and policies

• To follow documentation standards

• To work with suppliers and partners in bringing satisfactory resolution to cases

EDUCATIONAL QUALIFICATIONS –

• High school degree or equivalent (required)

• College degree (preferred)

• Tourism/ Hospitality Management degree (preferred)

Company Description

About Us IGT Solutions (IGT) is an Apollo company established in 1998, it is committed to simplify complex customer interactions while delivering a seamless experience. It provides integrated BPM, Technology and Digital Services & Solutions for clients across industries. With more than 13,500 customer experience and technology specialists providing services to 75 marquee customers globally in 30+ languages, IGT’s global footprint consists of 19 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Spain, Colombia and the USA. IGT’s service offerings includes a full spectrum of BPM support like Reservations and Sales, Customer Service, Order Management, Helpdesk, Chatbots, with technology enabled innovative services like Application Testing & Performance Analysis, Enterprise DevOps, Mobility Strategy & Consulting, Robotic Process Automation and Analytics. Utilizing its 20 years of expertise in providing Customer Experience to some of the world’s leading brands in the travel and ecommerce, IGT has designed its DNA around Customer Experience 3.A (Cex3.A) that plays a key part in setting up smart contact centers equipped with the right talent and advanced technologies. It brings together three key levers for superior consumer experience: Smart Agents- Human centred, AI enabled Smart Automation-CX centred automation solutions Smart Analytics- CX toolbox supported by AI, ML and NLP. Recognized as an industry expert by Gartner, NASSCOM and Nelson Hall, IGT has marked its presence as a customer experience leader and strives to achieve excellence in every service it delivers.