Customer Care Online Agent

Customer Care Online Agent

Business Title: Customer Care Online Agent
Requisition #: Canada-4349
Country: Canada

State Province: Ontario

City/Town: Mississauga

Position Type: Full Time - Regular

Field of Interest Category: Travel Operations

Shift:
Scheduled Work Hours: 37.5
Percent of Travel: 0%

Relocation: No

Language(s) Required: English - Read
English - Speak
English - Write

Job Description: Job Summary:
This position is responsible for answering questions regarding the on-line booking products, providing technical support to users over the telephone and troubleshooting any problems. This position will complete reservations for ticketing, set-up user profiles and perform maintenance on existing profiles.

Essential Job Functions:
Online Booking Tool Subject Matter Expert
o Develop a good working knowledge of Cliqbook, ResX and GetThere.
o Client technical and navigational assistance by phone or email if required.
o Troubleshooting and escalating issues to the Online Technology Support Team to ensure maximum client satisfaction and policy adherence. Follow-up for timely resolution.
o Client demos and training as needed.

System Administration
o Perform System Admin duties for accounts that have designated BCD Canada as their system admin including password resets, profile updates and reporting
o Maintain detailed log of customer contacts and requests to be used for client billings

Online Booking Queues
o Monitoring and actioning of all online booking tool queues
o Actioning all PNRs queued to the Communication queue for both Sabre and Apollo
o Client contact by email or phone, processing ticket exchanges and any other required action

Online Customer Service Concerns
o Research any customer service concerns for online bookings
o Work closely with Customer Service to determine root cause, find resolution and implement preventative actions
o Communicate and liase with Strategic Ops and CRC to ensure that Canada PNRs are processed accurately

New Account Implementation Testing Support & Back-up
o Assist Manager, Implementations with testing of online booking tools pre start-up

Online Booking Fee Audits
o Fee audit for one month after new account start date to ensure accurate fee collection
o Assist with auditing online contact fees

Other Duties as Assigned
Will assume and perform other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

Qualifications:
? 5+ years of travel industry agent experience.
? Understand of online booking tools
? Proficiency in Sabre reservations system
? Knowledge of Apollo is an asset
? Good knowledge of travel operations and industry.
? Strong understanding of software applications
? Excellent written & verbal communication skills


Physical and Mental Requirements:
The requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical:
? Requires an adequate range of body motion and mobility to enable the individual to perform the essential functions of the job
? Requires ability to remain in a stationary position for prolonged periods of time throughout the workday.
? Requires ability to move about to access file cabinets, office equipment, etc.
? Requires ability to operate a computer, telecommunication's devices and other office equipment for prolonged periods of time throughout the work day.
? Requires ability to express or exchange ideas by means of the spoken word. Talking is important for those activities in which the employee must impart oral information to other employees, clients and customers, in person or via telephone, and in those activities in which they must convey detailed or important spoken instructions and information to others accurately, clearly and quickly.
? Requires the ability to perceive the nature of sounds. Hearing is important for those activities that require ability to receive detailed information through oral communication, in person or via telephone, and to make fine discriminations in sound.
? Requires clarity of near vision. This factor is important when special and or minute accuracy is demanded and defective near acuity would adversely affect job performance and/or safety of self and others.
? Requires ability to work other shifts and weekends and in excess of 40 hours/week, as necessary.

Mental:
Requires the ability to work and cooperate with other employees and clients at all levels and from diverse backgrounds to exchange ideas, information and opinions to facilitate the task at hand.

Travel (for positions requiring travel):
Requires ability to travel by car, plane and train for prolonged periods of time domestically and internationally and to move and transport personal luggage.