- Be exceptional service – oriented Travel Counselor in order to satisfy our demanding clients. Prioritizes customer commitment and service as the most urgent and important aspect of own work,
- Enable the attend customers calls or emails for Online channel. Responsible for advice and guide customers on the website. Assistance to amends, change or cancel customers’ bookings.
- Perform all the reports, fulfill the administrative tasks like charges, refunds and amendments, cancellations of land and air products.
- Be multi – skill oriented and teamwork so that they would handle different processes.
- Achieve, keep and exceed our monthly productivity and quality goals.
- Ensure that bookings fulfillment is correctly and well documented in each reservation.
Responsibilities
- Responsible of attends customer Online calls, emails.
- Provides a high quality service avoid any customer dissatisfaction
- Responsible of fulfillment for each bookings
- Responsible of generation for daily call reports
- Follow up cases with different vendors and maintain a strong communication with them
- Correct review for reschedule airlines itineraries and inform to customers
- Report faults and errors on the page that find
- Generate, monitor and provide support to blue box, and ATO initiatives
Qualifications
- Advanced and highly experience in call centers and GDS systems.
- English full writing and speaking proficiency is required, Demonstrated medium proficiency in Microsoft applications such as Excel & Word
- High and proved excellent customer service sense and first contact resolution.
- Solid ability to understand customers’ needs, always seeks the best solution or combination of solutions, for the mutual benefit of AXP and the customer or client
- Demonstrated ability to operate in complex situations and under pressure
- Strong listening and communication skills and consistently follows customer issues through to resolution
- Cooperation to a positive team environment, focused on teamwork and ownership
- Influences others when appropriate: can make sales, gain agreement or get buy in for ideas
- Highly sensitive to detect opportunities, offers appropriate, innovative ideas to solve problems or improve processes when routine approaches aren't working
- Creates and/or follows plans to achieve work objectives; adapts when priorities change
- Shows personal determination, optimism, resilience, and stress tolerance despite difficulties and setbacks
📌 Travel Operations Agent - Hybrid CDMX (Ciudad de México)
🏢 American Express
📍 Ciudad de México
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