Back to search.Pegasus Solutions - Customer Support Specialist - (Spanish or French)
| Employment Type: | Permanent |
| Location: | Surrey - South East, United Kingdom |
| Salary: | £17,500 and £20,000 on successful completion of 3 month probation |
| Languages: | French, Spanish |
| Required Languages: | 2 |
To handle all hotel or Travel Agent (Demand / Booker) related issues. To process incoming telephone inquiries, e-mails and faxes and resolve discrepancies between the ADS/GDS distribution systems and the Utell central reservation system databases. To provide main point of contact to hotel for operational issues and to ensure customer satisfaction and service is maximised.
Key Responsibilities
Respond to all problems and queries raised by hoteliers and travel agents via incoming calls and emails. Providing technical support on Utell and Utell Connect products.
· Responding to incoming allocated emails and faxes. Accurately updating ITSM ticket in accordance with steps taken.
· Answering incoming calls, opening ITSM ticket and providing immediate resolution if appropriate on a range of support and operational issues.
· Conducting thorough investigation on more complex tickets, including recreating technical problems, liaising with RVNG Manager and escalating if necessary.
· Keeping customers regularly updated on progress of outstanding issues.
· Arranging refunds and disbursements as required.
· Contacting customers who have been highlighted as not acting on updates and communications.
Ad Hoc Projects
· Assisting with key projects from time to time that may be assigned i.e. close out reports. Travelcom compliance reports, rate and availability health checks, involving outbound contact with travel agents and hoteliers.
· Providing accurate translations of internal documents.
· Translating and recording outgoing messages on telephone system.
Remaining current on policies and industry development
· Attending ongoing training sessions
· Reading company updates available via PegsBoard and internal distribution
Knowledge / Experience
· Travel-industry experience is preferred
· Knowledge of company policies and procedures with an emphasis towards the resolution of Travel Agent issues is desirable
· Knowledge of GDS functions and formats is preferred
· Experience of conducting systems-based research to bring about fact-based resolution
· Contact centre and or customer service experience preferred.
Skills Required:
· Strong analytical and problem solving skills.
· Comfortable with analysing various windows-based (proprietary) applications to resolve (technical) user issues.
· Excellent verbal/written communication skills.
· Fluency written/verbal in a second European language is essential.
· Confident communicator with good negotiation skills
· Proficiency in MS Office products (specifically Word and Excel)
· Good organisational and time-management skills
· Ability to prioritise workload
· Excellent Interpersonal skills with the ability to liaise with customers, colleagues and various business contacts in a professional manner
Personal Attributes:
· Ability to work on own initiative
· Focus on attention to detail
· Ability to work as part of a team
Key Responsibilities
Respond to all problems and queries raised by hoteliers and travel agents via incoming calls and emails. Providing technical support on Utell and Utell Connect products.
· Responding to incoming allocated emails and faxes. Accurately updating ITSM ticket in accordance with steps taken.
· Answering incoming calls, opening ITSM ticket and providing immediate resolution if appropriate on a range of support and operational issues.
· Conducting thorough investigation on more complex tickets, including recreating technical problems, liaising with RVNG Manager and escalating if necessary.
· Keeping customers regularly updated on progress of outstanding issues.
· Arranging refunds and disbursements as required.
· Contacting customers who have been highlighted as not acting on updates and communications.
Ad Hoc Projects
· Assisting with key projects from time to time that may be assigned i.e. close out reports. Travelcom compliance reports, rate and availability health checks, involving outbound contact with travel agents and hoteliers.
· Providing accurate translations of internal documents.
· Translating and recording outgoing messages on telephone system.
Remaining current on policies and industry development
· Attending ongoing training sessions
· Reading company updates available via PegsBoard and internal distribution
Knowledge / Experience
· Travel-industry experience is preferred
· Knowledge of company policies and procedures with an emphasis towards the resolution of Travel Agent issues is desirable
· Knowledge of GDS functions and formats is preferred
· Experience of conducting systems-based research to bring about fact-based resolution
· Contact centre and or customer service experience preferred.
Skills Required:
· Strong analytical and problem solving skills.
· Comfortable with analysing various windows-based (proprietary) applications to resolve (technical) user issues.
· Excellent verbal/written communication skills.
· Fluency written/verbal in a second European language is essential.
· Confident communicator with good negotiation skills
· Proficiency in MS Office products (specifically Word and Excel)
· Good organisational and time-management skills
· Ability to prioritise workload
· Excellent Interpersonal skills with the ability to liaise with customers, colleagues and various business contacts in a professional manner
Personal Attributes:
· Ability to work on own initiative
· Focus on attention to detail
· Ability to work as part of a team
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