Cruise Planners Travel Agency

Travel Customer Support Representative

Cruise Planners Travel Agency

full-time

Posted on:

Origin:  • 🇺🇸 United States • Florida

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Job Level

Mid-LevelSenior

Tech Stack

AndroidiOS

About the role

  • Answer incoming calls and ticket inquiries sent to Care Team
  • Respond to agent calls, emails and tickets and take necessary course of action to resolve issues
  • Troubleshoot technical problems or escalate to designated team member
  • Provide proprietary and general software support and technical assistance on third party products
  • Explain and answer questions regarding new business initiatives, promotional offers, Group Advantage Pricing and other information to help agents grow their business
  • Assist agents with vendor specific questions, marketing plans, Full Sails, CP Pod and magazine orders
  • Relay an estimated time frame to agent for resolution and enter notes in Call Tracker
  • Troubleshoot escalated inquiries to help resolve tickets and communicate with third party vendors (eConnect pricing, itineraries, client reservations, etc.)
  • Recognize common technical and support issues and collaborate with Care Team Manager on resolutions
  • Suggest or create how to guides or video tutorials for agents or CP Genie
  • Provide training on CP tools, vendor products, and marketing initiatives
  • Attend Bootcamp, Star U, or other offsite events as needed
  • Perform other related duties as needed

Requirements

  • Candidates must be authorized to work for ANY employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa
  • High school diploma or GED equivalent
  • 3 years of relevant experience
  • Must have excellent verbal and written communication, customer service skills, problem solving ability, marketing knowledge and listening skills
  • Must be able to multi-task
  • Must be well organized
  • Knowledge of social media and email programs (i.e. Facebook, Twitter, Outlook)
  • Android and IOS support
  • Remote software support
  • Desktop Support
  • Microsoft Office Suite and remote software support
  • Outlook and Apple Mail email clients
  • Knowledge of Word, Excel, PowerPoint
  • Travel Industry Experience preferred
  • Bi-Lingual preferred