Back to search.Gullivers Travel Associates (GTA) - Call Centre Support – French & Spanish Speaking
| Employment Type: | Permanent |
| Location: | Central London - London, United Kingdom |
| Salary: | £19,000 |
| Languages: | English, French, Spanish |
Advertiser Details
- Name:Gullivers Travel Associates (GTA)
- Posted:17-02-2012
- Code:TLJ CCS
GTA is a world leader in the provision of hotel accommodations and related ground travel services with more than three decades of expertise. GTA uses industry-leading technology to market and distribute global travel content, including more than 37,000 hotel properties with instant confirmation, in over 130 countries. Other GTA travel services include sightseeing tours and attractions, private transfers, group travel and rail passes. GTA distributes accommodations and other travel services through travel wholesalers, tour operators, travel agencies as well as directly to travelers.
JOB PURPOSE
To provide industry-leading operational support to travel agent customers, booking on the RBS (Retail Booking System). To assist clients by processing their requests (website & manual) as well as handling their queries/problems regarding hotels and service bookings in an efficient manner.The role will be mainly responsible for supporting agents within France ,Spain and some of the UK.
KEY ACTIVITIES
• Handling of bookings, incoming telephone and email queries from customers, ensuring that company operational policies and guidelines are being followed.Includes monitoring of system in-trays and liasing with internal departments and external suppliers as necessary to ensure that bookings abd customer queries are processed and responded to satisfactorily.
• Checking and processing of bookouts, account queries and in-house complaints to ensure that all points are answered and appropriate compensation is provided where necessary, with compensation authorised by team leader/management as appropriate.
• Dealing with complaints after travel, including liaison with internal depts and extenal customers to ensure mutually agreed outcome is communicated to the customer within our policy deadlines.
• Taking telephone bookings and following up with clients regarding alternative hotels etc as required.
• Effectively communicate with colleagues and management ensuring messages and queries from other offices and departments are replied to within the terms of the client SLA.
• Maintain a folder with all pending queries and problems to ensure a smooth handover, in absence of staff members from the in the office.
• Prioritise daily workload, ensuring all required tasks are completed by the end of each day.
• Undertake, as requested, other tasks or projects and complete them within the given time frame
COMPLEXITY
• Work under pressure and with conflicting deadlines to meet the client SLA requirements
• Analyse problems and provide solutions from a range of options available
• Use initiative and logic to respond to queries and refer complex problems to the supervisor or manager
KNOWLEDGE, SKILLS AND EXPERIENCE
• Self motivated with excellent organisational skills, ability to prioritise and solve problems with excellent problem solving skills.
• Ability to multi-task in a fast paced enviroment, work under pressure with attention to detail and meet deadlines.
• Strong written and oral communication skills and able to negotiate effectively internally and externally.
• Flexible approach to working practices in response to customer and business needs
• Passion and commitment to deliver outstanding customer service is a must.
• Fluent in French, Spanish and English. An additional European language such as German advantageous but not essential.
JOB PURPOSE
To provide industry-leading operational support to travel agent customers, booking on the RBS (Retail Booking System). To assist clients by processing their requests (website & manual) as well as handling their queries/problems regarding hotels and service bookings in an efficient manner.The role will be mainly responsible for supporting agents within France ,Spain and some of the UK.
KEY ACTIVITIES
• Handling of bookings, incoming telephone and email queries from customers, ensuring that company operational policies and guidelines are being followed.Includes monitoring of system in-trays and liasing with internal departments and external suppliers as necessary to ensure that bookings abd customer queries are processed and responded to satisfactorily.
• Checking and processing of bookouts, account queries and in-house complaints to ensure that all points are answered and appropriate compensation is provided where necessary, with compensation authorised by team leader/management as appropriate.
• Dealing with complaints after travel, including liaison with internal depts and extenal customers to ensure mutually agreed outcome is communicated to the customer within our policy deadlines.
• Taking telephone bookings and following up with clients regarding alternative hotels etc as required.
• Effectively communicate with colleagues and management ensuring messages and queries from other offices and departments are replied to within the terms of the client SLA.
• Maintain a folder with all pending queries and problems to ensure a smooth handover, in absence of staff members from the in the office.
• Prioritise daily workload, ensuring all required tasks are completed by the end of each day.
• Undertake, as requested, other tasks or projects and complete them within the given time frame
COMPLEXITY
• Work under pressure and with conflicting deadlines to meet the client SLA requirements
• Analyse problems and provide solutions from a range of options available
• Use initiative and logic to respond to queries and refer complex problems to the supervisor or manager
KNOWLEDGE, SKILLS AND EXPERIENCE
• Self motivated with excellent organisational skills, ability to prioritise and solve problems with excellent problem solving skills.
• Ability to multi-task in a fast paced enviroment, work under pressure with attention to detail and meet deadlines.
• Strong written and oral communication skills and able to negotiate effectively internally and externally.
• Flexible approach to working practices in response to customer and business needs
• Passion and commitment to deliver outstanding customer service is a must.
• Fluent in French, Spanish and English. An additional European language such as German advantageous but not essential.
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