Client Care Emergency Services Specialist

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Collette

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 1918

🏨 Hospitalidade

📦 Logística

✈️ Turismo

Hospitality • Logistics • Travel

A Collette é uma empresa líder em viagens que se especializa na elaboração de excursões guiadas por todos os sete continentes. Com décadas de experiência, a Collette oferece uma ampla variedade de estilos de viagem, incluindo explorações em pequenos grupos e experiências culturais imersivas, permitindo que os viajantes descubram destinos icônicos enquanto se conectam com a cultura local. Seus tours são projetados para proporcionar uma experiência sem preocupações, permitindo que os viajantes se concentrem na alegria da exploração.

Descrição

• Answer all incoming calls on the Collette emergency phone line • Resolve emergency situations and complaints involving clients, tour managers, and vendors • Contact appropriate managers and communicate delayed arrivals • Check flight status and availability • Book alternate reservations • Issue or reissue airline tickets during off-peak hours • Act as Collette’s voice to passengers while following the Customer Care Center philosophy • Document and track issues for future trend analysis • Complete Client Care Center training and demonstrate proficiency • Work scheduled shifts during operating hours, with flexibility for overtime, holidays, and weekends as needed • Take on other tasks and projects supporting employees, managers, and call center operations • Collaborate to support and promote company values and vision • Proactively identify ways to improve internal processes

🎯 Requisitos

• Ability to work calmly in a continuously stressful environment • Sympathetic and empathetic customer service while adhering to company policy • Fact-driven and analytical approach • Logical decision-making using defined frameworks, processes, and policies • Ability to defuse stressful and confrontational situations • Self-starter and self-learner • Excellent communication skills • Strong computer skills • Working knowledge of CRM management, Microsoft Excel, Outlook, and Word ideal • Strong attention to detail and ability to organize and prioritize daily activities • Flexibility to adapt communication style to different personalities • Proficient conflict management and personal resilience • Ability to work scheduled shifts from Friday through Tuesday, 7:00 AM–3:30 PM EST • Flexibility to work overtime, holidays, and weekends as needed • One to three years’ experience • Associate’s/Bachelor’s degree preferred, but any combination of education and/or experience will be considered • Spanish/French speaking skills a plus

🏖️ Benefícios

• Immersive benefits of the travel industry • Opportunity to see the world • Client Care Center training classes for new hires • Opportunity to support and promote the company’s values and vision