Customer Service Agent - Egypt

Job Description

The following document outlines your key responsibilities & duties inclusive of the skill set required of this role. As your career progresses within Travelstart we expect you to grow and develop in your role. Any major changes in your Job Description will be consulted with you where after all necessary changes to the job description will be made. Your Job Description combined with your Key Performance Areas/Indicators will provide you with a robust guide of your expected level of performance.

Purpose Of Role

To recover any failed payments and bookings on the Travelstart website in a timely and profitable manner. The agent also works on converting unpaid bookings to paid.

Experience

• 5 years leadership experienced in a multi team sales environment
• Proven track record in the travel industry

Qualification / Certifications

• Bachelors in commerce, management or business.

Knowledge And Skills Requirements

• Software: MS Word, MS Excel, Ms Outlook, MS PowerPoint.
• Ability to work in multinational and cultural environment.
• Fluent in English
• Business plan execution
• Communication

Personal Competency Requirements

• Teamwork
• Adhering to Principles and Values
• Writing and Reporting
• Planning and Organising
• Quality and Detail Orientation
• Customer Focus
• Pro-Activity
• Information Gathering and Problem Analysis
• Creating and Innovating
• Adapting and Responding to Change
• Coping with Pressures and Setbacks
• Self-Development

Key Performance Areas & Indicators

Recovery of failed payments

• Monitor queues throughout the day
• Respond to all relevant inbound calls
• Respond and action all relevant email correspondence with customers
• Contact the client via email, SMS and phone to inform client of reasons for payment failure
• Offer alternative forms of payment or options to the client
• Follow up EFT pending booking on queue and convert to paid

Recovery of failed bookings

• Monitor queues throughout the day
• Contact the client via email, SMS and phone to inform client of reasons for booking failure
• Rebook where possible on a comparable rate / routing
• Inform relevant internal teams of booking failures
• Offer alternative forms of payment or options to the client

To deliver world class customer service

• Contact the client via email, SMS and phone.

To apply for this awesome opportunity please send us your CV (maximum 3 pages) and portfolio to: recruitment@travelstart.com.
The reference for this opportunity is “Customer Service Agent - Cairo, Egypt”. Please insert this into the subject line of your email application. Any applicants not meeting the minimum requirements will not receive a response. Please note that we reserve to right to amend, freeze the role or not hire. The final appointment will be at the discretion of Travelstart.

Travelstart is committed to transformation and redressing of past inequalities. Our employment equity goals will be taken into account in our selection process.
Good luck!