Customer Care Specialist (German market)
Main tasks:
• Handle ship/air schedule changes
• Handle product changes (excursion, hotel, rail, pre&post program, transfer etc.)
• Handle various refunds (excursion etc.)
• Handle FIT and Group bookings schedule changes
• Create information letters (cancelled excursions, hotel etc.)
• In the rotation of emergency handling phone, available 24/7 according to your schedule (when needed, by agreement of the parties)
• Coordinate the workflow of incident handling
• Maintain close coordination with local offices and customer service
• Contact affected guests, inform of the incident and rebook if needed
• Complete all necessary administrative work after incident has been handled (reports, invoices etc.)
• Administer emergency handling mailbox
• Evaluates the urgency of each case, prioritizing in a fashion that is the least damaging to the company and the clients
• Assure the on time and correct completion of the assigned cases
• Handle and resolve customer complaints in cooperation with local customer service offices
• Recommend process improvements
• Provide reporting during & post incident
• Assist team members with other markets tasks when workload allows
• Fulfill tasks assigned by Management such as inbound calls/emails to support Reservation Teams
• Support other departments with various tasks when the workload allows
Requirements:
• Excellent written and verbal German and English language skills
• Desire to provide good customer service, good communication skills
• Ability to handle pressure and work in a fast paced environment
• Detail oriented and ability to QA own work
• Ability to plan and organize workload to meet timelines
• Cooperative and a dedicated team player, also able to work independently