(Bilingual) Contact Centre Tours Associate

The Island Routes Contact Centre Team is seeking to hire a Tours Associate (Bilingual), who will be esponsible for handling phone calls and emails pertaining to reservations booked by Unique Vacations, Tour Operators and Account Team members.

Contact Centre Tours Associate

He/She must be able to multitask in handling reports, emails and phone calls by providing accurate and updated information on products, promotions and procedures to all clients.

The Contact Centre Tours Associate must maintain a current understanding of other departments operating policies and procedures, to make accurate decisions and proper recommendations to callers. Agents must always provide excellent customer service to internal and external clients and be able handle & defuse Island Routes (IR) client issues & (or) refer to superiors for additional assistance.

Core Responsibilities:

Inbound & Outbound Call Duties:

• Handle inquiries pertaining to reservations booked Online, Directly with Island Routes and through our Tour Operators.
• During phone interactions, display ability to communicate at the highest levels with peers, supervisors, senior executives, vendors, partners, and other internal and external customers.
• If spill over calls are received from the IR Sales queue; Handle Direct Customer & Travel Agent inquiries – e.g. availability of tours, price quotes, product detail requests, tour inclusions, tour restrictions, etc.
• Assist & support the re-scheduling process by notifying clients when necessary – e.g. change in days/ times of operation, non-operating tours, hurricane threats, bad weather, roadblocks, civil unrests, etc.
• Handle queries regarding cancellation, refund or tour change requests for existing IR bookings.
• Applying the guidelines of our cancellation and refund policies and advise clients accordingly. Follow-up by submitting refunds or applying of cancellation penalties.
• Support the business relationship between IR, Certified Partners, Tour Operators and Travel Agents.
• Provide “world class customer service” with the intent of client retention, first contact resolution, maintaining key partnerships and relationships thereby increasing customer satisfaction and sales security on behalf of IR.
• Solution-orientated with the ability to troubleshoot and handle mishaps or customer complaints effectively.
• Develop and maintain an understanding of the day-to-day operations of various internal departments (e.g. Dispatch) and their procedures and policies to suggest possible outcomes and make proper recommendations to customers.
• Understanding of Quality Assurance (Q.A.) guidelines to meet and/ or exceed service level expectations based on industry standards.
• Completion of End of Day report daily.

Other Duties Will Include:

• Consistently maintain good attendance and punctuality record.
• Attend designated meetings and company hosted/ sponsored events.
• Attend planned Familiarization Trips locally and oversees as is needed.
• Identify & communicate system issues and concerns in a timely manner & notify the Operations Manager and relevant support teams.
• Maintain & support confidentiality as it relates to clients of IR & information related to IR operations and functionality.
• Meet and exceed KPIs and other service standard expectations of the company. Follow procedures outlined in governing S.O.P.s and guidelines to meet and/ or exceed compliance in accordance with company expectations.
• Any other duties as assigned by Management.

Qualifications and Experience:

• High-level proficiency in English Language and Spanish is mandatory.
• Diploma or O-level subjects inclusive of Mathematics and English.
• Computer literate with computer application and software i.e. Windows/Excel/Access/Outlook.  Ability to input and access information from a computer.
• Excellent Communications and Interpersonal Relationship Skills; (Professional and Tactful).

Please Note: Only shortlisted candidates will be contacted. Thank you for all your applications!