About the role

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.

Responsibilities

Resolve service issues for customers on tour to bring early resolution to customer issues 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 and determining causes, selecting and explaining solutions, expediting corrections or adjustments, and bringing issues to closure
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

Minimum of one year or more experience in a customer service problem resolution capacity within a call center environment or 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 the Enterprise Reservation System, Outlook, Internet, Microsoft Office, Teams, Excel, and Word
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 structured call center environment involving shifts and performance measurements
Associate’s degree or equivalent from a two-year college or technical school, or six months to one year related experience in customer service, sales, or the travel industry, or equivalent combination of education and experience
Ability to sit, walk, stand, bend, answer phone calls, issue formal email replies, enter and retrieve computer data, and analyze report data