Resolution Specialist

Job Description

REQUIREMENTS

• Excellent communication and interpersonal skills.
• Strong negotiation abilities and a customer-centric approach.
• Must demonstrate strong proficiency in Microsoft O365 applications as well as a strong overall computer literacy.
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Demonstrated ability to maintain confidentiality and exercise sound judgment.
• Capacity to work independently under pressure and adapt to changing circumstances.
• Passion, enthusiasm, and dedication to creating memorable guest experiences.
• Accountability, honesty, fairness, and consistency in all interactions.
• Open-mindedness and a collaborative spirit, promoting teamwork and mutual success.
• Travel industry experience recommended but not required.

RESPONSIBILITIES

• Answer incoming calls and emails from both internal and external customers, providing prompt and professional assistance.
• Serve as the primary point of contact for resolving problems and addressing concerns related to reservations.
• Assist management and colleagues with problem resolution and policy clarification.
• Excel in problem analysis and demonstrate a strong ability to work effectively in ambiguous situations and think creatively beyond conventional boundaries to balance guest satisfaction and company objectives.
• Strengthen contact center staff performance by sharing available resources and best practices for excellent customer service.
• Resolve questions and issues received via email with a focus on service excellence.
• Stay informed about changing policies, procedures, and promotional offers to accurately support guests, travel advisors and staff.
• Serve as a resource for special projects.
• Act as a backup for Reservation Sales Agents during times of high volume or absences to maintain service levels.

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