Remote Guest Services Specialist resolving on - tour customer issues for Globus, Cosmos, and Avalon travel brands. Handling calls, complaints, correspondence, and retention - focused resolutions for guests and travel agents.
About the role
- Guest Services Specialist resolving on-tour and post-tour issues for Globus family of brands. Supporting customer retention and travel-agent satisfaction through calls, correspondence, and issue resolution.
Responsibilities
- Resolve service issues for customers on tour to bring early resolution and reduce post-tour complaints
- Influence product loyalty by listening to and acknowledging customer needs and concerns, building trust, reducing fears, and resolving issues efficiently and effectively
- Maintain customer and travel agent satisfaction by clarifying complaints, researching causes, selecting and explaining solutions, expediting corrections or adjustments, and closing issues
- Identify trends and quality issues by collecting and analyzing information and forwarding findings to management
- Balance customer retention goals with company budget guidelines by tracking problem resolution costs
- Prepare written correspondence using appropriate protocols and formats
- Handle inbound and outbound service calls as needed using GVI’s customer service and sales call model
- Work in a care and concern capacity during incidents
- Develop business relationships and foster cooperation with GVI departments to serve customers and travel agents
- Contribute to team efforts by accomplishing related results or projects as needed
Requirements
- Minimum of one year or more experience in a customer service problem resolution capacity within a call center environment or in a customer service position
- Excellent written and verbal communication skills
- Problem solving, de-escalation and customer retention skills
- Technical and functional skills using a variety of computer applications
- Experience with Enterprise Reservation System, Outlook, Internet, Microsoft Office (Teams, Excel, Word, Outlook)
- Ability to type at least 35 wpm
- Product knowledge of Globus family of brands products, services, policies, and features preferred
- Ability to work in a call center environment that includes structure, shifts, performance measurements, etc.
- Must be located in the United States or Canada
- Ability to sit, walk, stand, bend, answer phone calls, issue formal email replies, enter and retrieve computer data, and analyze report data
Benefits
- Generous benefit package including travel benefits and retirement
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Guest Services Agent responsible for guest inquiries and ensuring satisfaction for vacation rental services. Collaborating with property managers for efficient resolutions in a fast - paced environment.