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About the position; Assisting Inbound Business Customers of Egencia with their Corporate Travel Bookings. Duties/Responsibilities: Must be professional and have previous international travel booking experience. Excellent written and oral communications Position will require inbound, outbound (callbacks), and email communications. Excellent telephone skills, including a professional demeanor portrayed to customers demonstrated through ability to ask probing questions, ability to communicate with sense of urgency Fluency and comprehension in the language requirements for the specific point of sale (spoken and written) Accent neutral verbal/written communication skills as verified by approved formal test Strong listening skills: active listening; able to appreciate the context of the business traveler's experience Written skills: excellent grammar; attention to detail demonstrated through follow-up to ensure resolution for customer Minimum 1-year experience demonstrated use of these communications skills in prior experience Soft Skills: Travel savvy: passion for travel Experience with travel reservations Solutions mindset: passion to find the right solution for the customer (e.g., consultative skills), while also closing the sale and potentially up-selling the customer Anticipate customer needs ??? displays a number of skills as applicable e.g., empathy, proactive recommendations, urgency, etc. Polished delivery: ability to communicate in a structured and effective manner Excellent time management: ability to multi-task to solve issue for customer, while managing time Quick learner: ability to ramp up quickly and act on feedback constructively De-escalate customer situations, manage customer expectations and follow-up on customer commitments Passion for service, one call resolution and tailoring the solution for the caller Technical Skills: Fast accurate typing skills Fast computer navigation skills (e.g., Web applications, shared folders, operating system Windows) Knowledge of Internet Explorer (ability to search for address locations while speaking to customers, navigate through multiple web applications and windows at one time on a single screen) General database searching skills High speed data entry speed and accuracy Ability to multitask in multiple windows of activity on computer screen Basic math skills (adding, subtracting and basic calculations) Geography skills (countries around the world, latitude, longitude or an aptitude to learn) International faring skills (or an aptitude to learn) Typing 35 wpm as verified by a formal test ISP skills: sign-up, install, connection, messaging (chat, e-mail), navigation, online support, etc. Proficiency in a multi-system environment
Relocation costs may be covered.
Experience, Education, and Certification: >High school degree or equivalent (required) >College or some college degree (preferred) >1-2 years of experience with a travel agency (preferably corporate) or 2-3 years of experience with an airline (preferably corporate) >1-2 years experience with international offerings >Demonstrated high-level of skill in reservations, reissues / exchanges, ticketing and customer service >Knowledge of international exchange rate calculation and taxes >Able to assist in all aspects of arranging/booking travel including, air, rail, hotel, car and alternate ground transportation, >Strong aptitude/understanding for exchanges >Travel agency experience highly desired >Experienced in telemarketing/sales >1-3 years GDS experience, preferably Sabre.