Disclaimer: the duties and responsibilities described are not comprehensive, additional tasks may be assigned. Tasks and scope of the job may change based on the business needs.
PURPOSE OF THE ROLE
The Customer Experience Specialist - Flights is responsible for providing high quality customer support to Agoda customers, with a primary focus on flights and packages.
A Customer Experience Specialist - Flights is expected to champion customer satisfaction by demonstrating the highest level of professionalism, listening and engaging with the customer and providing an individualized solution that suits their needs.
For the individual to be successful, he or she should enjoy the challenge of problem solving and welcome the opportunity to find solutions in collaboration with our business partners.
The individual must have a strong ability to adapt to change, embrace ambiguity and contribute to an environment of shared learning and feedback.
ACTIVITIES PERFORMED ON THE JOB
Handling cases:
Receiving contacts from customers and suppliers (airlines) and providing needed assistance via the following communications channels: phone, email and chat
Making outbound contacts in order to proceed further with received requests
Proceeding with requests of flights cancellations or flight details' amendments; providing information on bookings to the customers
Serving as backup for EN team when required due to business needs
Handling cases that need dedication skills or more difficult cases; cases are assigned to the agents by Team Managers or Team Captains
Follow-up on pending cases:
Following up on those cases where agents need to get updates from other departments such as IT Team or suppliers
Handling the pending cases that are assigned to the agents by Case Management team
Communication with other departments:
Providing feedback to Product team with assistance of Team Managers or Team Captains on new products of the company
Collaborating with Learning & Development team on corrections for the existing procedures and bringing suggestions for potential processes
Memos/updates on procedures and case handling:
Agents to be enrolled in online courses and complete them on time
Exchanging experience by working across language teams
BEHAVIORAL EXPECTATIONS / AGENT BEHAVIORS KPI
Take Ownership
Understand what's important to customer / partner and do everything you can to resolve or escalate if needed.
Be part of the solution!
Experiment & Measure
Embrace experimentation with positivity!
Follow procedures but escalate if they don't make sense for the customer/partner situation.
Ensure you understand a change or experiment, speak up, ask questions, and be part of seeking improvements.
Move Fast
Embrace change! Expect change to happen and happen regularly.
Maintain a proactive and positive attitude to learning and keep yourself up to date.
Use new tools & flows and provide feedback early on so we keep improving.
Be The Best
Be constructive, respectful, and open to different perspectives and people.
Ask for feedback and learn from both successes and failures.
Understand, inspire, encourage, and recognize others.
Collaborate for team success.
Integrity
Follow our guidelines, stay ethical and fair even under pressure.
Be honest, it's okay to not know. When in doubt, ask before you act.
Be reliable, deliver with quality, and fulfill commitments. • Collaboration • Being patient • Eager to learn & willing to improve • Multitasking • Embracing ambiguity • Forward thinking • Accountability & reliability • Open-minded • Contribution to open environment • Polite • Open to feedback • Positive attitude • Focused on the details • Ownership • Teamwork • "Be the best" • Continuous improvement: • Being patient
Regularly identifies improvement opportunities
Embraces successes and failures to learn and maximize the benefit
Open and supportive of improvement opportunities
COMPETENCIES REQUIRED
Analytical Ability & Problem Solving
ability to visualize, articulate, conceptualize or solve both complex and uncomplicated problems using the data available
Effective communication (Verbal and written)
delivers, receives, and interprets ideas and information, presents information appropriately to a diverse range of audiences, and influences partner decisions
Customer orientation
interact and coordinate with customers and accommodation partners and internal departments to resolve issues
Flexibility and agility
ability to adjust behavior to new information and changing circumstances. Be open to new ways of doing things and always experiment with new methods. Works effectively in a dynamic environment
Result driven
driving high standards to accomplish challenging goals. Works hard to achieve them
Decision making ability
set a course of action purposely chosen from different alternatives to achieve company objectives
Time / workload management & prioritization
creating a work environment where tasks and responsibilities are accomplished successfully within the time available
QUALIFICATIONS, EXPERIENCE AND TRAININGS REQUIRED
Qualifications
High level written/verbal language & communication skills, advanced level English, BA degree preferred
Experience
experience in a multinational company is an advantage, experience in front desk, hotel management or contact center / back office is an advantage; experience in using Global Distribution Systems
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.