The position will be responsible for the handling of priority queues within the Customer Care Email department, as well as assisting with our Social Media team. This position will be responsible for primarily handling Refunds, Priority Refunds, Dynamic Partners and other escalated situations. This position will respond to incoming customer service emails that have been identified as a priority, as well as outgoing emails. The successful candidate will be able to multi-task and problem solve in a real time manner. In addition, the successful candidate will be able to provide quick and satisfactory solutions designed to de-escalate potentially combative situations. This position will monitor and respond to various Social Media Sites.
Answering inbound communications via email and phone from customers, suppliers and partners
Social Media responsibilities include the customer service aspect of our Facebook and Twitter accounts
Maintaining refunds, priority, DP queues and escalations
Working with suppliers to negotiate reasonable outcomes for customers
Provide feedback on potential issues and follow up processes
Flag any potential legal issues, or unresponsive suppliers
Maintain SLA standards; including follow up timeline
Assist in updating/altering templates and outgoing communications as needed
Strong collaboration with Global Sales, Phones and Training departments.
Qualifications & Experience
Requires 1-2 years of customer service experience, preferably in a Call Center and/or travel environment
Ability to work accurately and meet SLA guidelines
Strong team player with the ability to work within a close environment.
Positive, ‘can do’ attitude
Strong attention to detail.
Willingness to take on project work when required
Strong written communication skills
Excellent communication and time management skills.