Travelstart+ Concierge Agent

Our Group Operations Division has opportunities in our OneTeam for Travelstart+ Concierge Agents!
(These roles are planned to be based in Hyderabad - India and support a 24/7 operational schedule)

About the Role

As a Travelstart+ Concierge Agent, you'll be the first point of contact for our valued VIP customers. Your passion for travel and exceptional customer service will shine through as you provide personalised assistance and create unforgettable travel experiences. You'll be responsible for handling a variety of tasks, from answering general inquiries to complex ticketing issues, all while ensuring the highest level of customer satisfaction.

Key Responsibilities

• Attend to every enquiry coming through on TS+ App platform timeously, and within SLA.
• Provide basic app support, Q&A and perks of benefits.
• Ensure First Contact Resolution is attempted on every interaction, should call backs be arranged ensure set time is adhered to, manage own call backs.
• Handover at end of every shift, including call backs to ensure any concierge agent is able to pick up where you left off.
• Work with counterparts to ensure enquiry turnaround time SLA is met.
• Ensure service provided is in a standard that is professional, meets quality criteria.
• Maintain good NPS and ACS scores through compliments.
• Maintain use of 'best practices' policies and procedures.
• Strive to deliver the highest standard of customer service and work output.
• Responsible for offering and selling additional Travelstart products and 3rd Party products with every booking.
• Accurate completion of all new bookings and issuance, invoicing, date change quotations, refund quotations, schedule changes and all other administrative responsibilities within expected timeframe.
• Other duties are consistent and within the scope of the position.

Skills and Qualifications:

• Excellent communication skills: Strong verbal and written communication skills in English.
• Proficient in GDS: Solid working knowledge of Amadeus or a similar GDS.
• Customer-oriented mindset: Passion for delivering exceptional customer service.
• Problem-solving abilities: Ability to think critically and find solutions to challenges.
• Attention to detail: Meticulous approach to tasks and accuracy.
• Time management skills: Ability to prioritise tasks and meet deadlines.
• Teamwork: Collaborative approach to working with colleagues.

Personal Attributes:

• Passion for travel: Enthusiasm for exploring new destinations and cultures.
• Positive attitude: Optimistic and enthusiastic approach to work.
• Adaptability: Ability to thrive in a fast-paced and dynamic environment.
• Professionalism: Maintains a high level of professionalism in all interactions.

About the Team

The TS+ Team within One Team supports the VIP services within the Group Travel Operations Division by supporting first-contact resolution for TS+ members.