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Customer Service Rep Tier 2

Bellevue, Washington | Contract

Post Date: 02/12/2018 Job ID: 4992 Industry: Clerical

Customer Service Rep Tier 2

(Very well-known international Online Travel Company)

Location: Bellevue, WA

Pay Rate:  $20/hour

Schedule: 40 hours per week, Mon-Fri, 8 to 5

General Responsibilities:
  • Research and analyze data from various sources (i.e., Worldspan, Sabre or any new Computer Reservation System (CRS) that is introduced, related to traveler and supplier issues, such as reservation changes and cancellations.
  • Take escalated calls from wide network of Cruise, WWTE, and Thank You Agents and provide guidance on complex customer issues.
  • Access, research, and analyze CRS driven ticket rejects. Research, analyze and resolve traveler (internal and external) issues in an accurate and timely manner by using appropriate tools and resources to assess situations and create appropriate resolutions, while maintaining ownership of the issue.
  • Consistently meet and maintain Department standards and goals
  • Complete customer transactions requiring a higher level of expertise and/or security. Identify policy, procedural and Tool issues which may hinder CSR' s:
  • Provide timely feedback to appropriate parties for effective follow up and resolution.
  • Ability to assist an agent remotely when needed from the workstation.
  • Must maintain up-to-date Customer Service Agent skill set

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