JOB TITLE: Travel Agency Support Center – Help Desk Agent
Join the TEAM! We are starting a support team in Shanghai to better support our client’s needs.
Our client is a broad-based business services company and a leading provider of critical transaction processing solutions to companies operating in the global travel industry.
If you are a customer-centric person with a "get it done" attitude
If you would like to work in a multinational environment
If you would like to learn more about Reservation Systems and the travel industry
If you speak English and have some technical background
Then you have a place in our team!
Job Description:
The Help Desk Agent will be the first point of contact for all queries or issues related to the use of the Reservation Systems. The Agent will answer customer calls, troubleshoot, document and resolve issues based on solutions found in the knowledge base and information provided during training. The Agent must work in a timely and efficient manner while ensuring attendance, quality and customer service metrics are met.
Primary responsibilities:
• Handle incoming phone calls, web-submits and e-mail received; diagnose, troubleshoot and solve 1st level Help-Desk issues
• Provide consulting service according to the clients’ requirement, including
the specific product, software and network support for travel agency and airlines
• Handle the booking and offer the fare and conditions independently
• Arrange the tickets issuance and delivery within the due time and collect the related information
• Do the ticket refund in line with the regulation of airlines
• Provide client specific GDS software and applications support to travel agencies and rent-a-car companies or hotel chains
Requirements:
• Good spoken & written English ，Mandarin or Cantonese;
• Experience in a travel agency as a ticketing/travel agent or studies in the tourism area is considered an advantage
• Good troubleshooting capability;
• Previous successful customer service experience
• Sound judgment and decision making skills;
• Strong analytical, problem solving and organizational skills
• Medium PC skills (MS Office, Hardware, Software, Windows)
• Process and procedure oriented;
• Strong written and oral communication skills;
• Team player, self motivated, organized, detail oriented and able to handle changing priorities;
• Able to communicate problems/issues to customers in a non-technical manner;
Offer (bonuses, benefits):
• Tailored training courses - initial and ongoing;
• Attractive work environment within a dynamic team;
• Motivating salary package based on personal achievements;
• Career advancement opportunities within a multinational corporation.
About:
Travelport is a broad-based business services company and a leading provider of critical transaction processing solutions to companies operating in the global travel industry. We power travel on a global scale by connecting buyers and sellers of travel in 160 countries, serving travel providers, travel agencies and corporations through traditional, online and corporate channels.
Logic founded in 1995 in Ann Arbor, Michigan, we continue to maintain our headquarters in the heart of the Midwest. Over the last 15 years we have expanded into a global technology firm, opening offices in Irvine, California; Shanghai, Nanjing, and Beijing, China, and Hong Kong.
Shanghai Office
Room 406, #50 Bo Xia Road,Zhangjiang High-Tech Park, Pudong, Shanghai, CHINA
Tel: 86-21-5027-5198 or 86-21-5080-6590
Fax: 86-21-5080-6384
工作任务：
为客户提供针对旅行社和航空公司客户的特定的产品/软件/网络支持。按优先顺序，并在最佳时间，根据流程和项目服务水平协议的规定，提供客服和处理遇到的技术问题。
主要职责：
为了确保第一级别的支持服务，解决客户遇到的问题，职责包括以下，但不限于以下方面：
1. 处理由电话，电子邮件，客户网站提交的支持请求，
2. 解决所有问题; 评估复杂性，影响和优先级，
3. 高效，有效和根据优先级，影响和SLA的规定，实施必要的第一级支持，
4. 按照程序，上报问题，上报至客户端的服务台或到第二级技术支持人员，
5. 确保所有问题的跟进：做好记录，并正确录入到相应的任务管理系统，
6. 能做决定，就问题原因及解决办法，及时反馈给用户，
7. 管理和报告解决的问题，
8. 处理给用户和供应商的呼叫工作
岗位要求：
1. 具备一定的英语听说读写能力，英语六级通过者优先。
2. 懂粤语，马来语者优先。
3. 旅游相关专业，金融管理专业优先，欢迎应届毕业生的加入。
4. 熟练使用相关办公软件，包括OFFICE WORD/EXCEL等；
5. 办事沉稳、细致，良好的团队合作意识及沟通能力；
6. 有责任心，愿意从事服务行业，具备良好的客户服务意识，沟通和协调能力强；
7. 能够在工作压力的情况下冷静细心地工作。
要作为一个团队成员参与到实现既定的维护目标，通过：
1. 工作中与同事密切合作，以确保予客户最高标准的服务交付，给予同事工作支持，
2. 按照公司的质量标准，程序和工作指示进行工作，
3. 向主管报告工作进展和问题，提供优化服务和工作流程的建议，
4. 研究并参与活动，以提高项目的具体软件和/或产品的知识。
公司信息：
www.travelport.com专为旅游信息，互联网产品和互联网连接，旅行社，旅游服务提供商和企业的电子商务提供全球电子经销。该公司的三大业务线是旅游供应商服务，电子商务，全球旅游产业的经销。其预订系统为为几百家世界领先的旅行服务供应商，大约16,000旅行社和世界各地的用户提供旅游咨询和预订功能。
该公司是旅游电子商务行业的领导者，超过60% 在线旅行社航空预订都是通过该公司的系统实现的。
本公司www.logicsolutions.com.cn成立于1995年，总部位美国密西根州安娜堡市，是一家创新型IT咨询企业，提供网络产品、应用及客户咨询服务。公司福利待遇优厚，除国家规定保险公积金外，公司还为员工提供补充医疗保险等福利，以及优于国家规定的带薪年休假、带薪病假、年终奖金等多项福利，且根据公司业绩情况，每年会有一定比例的薪金调整。
公司地址：上海市浦东软件园三期博霞路50号406室
电话: 86-21-5027-5198 or 86-21-5080-6590
传真: 86-21-5080-6384
有意者，请将您的中/英文简历发邮件到：mwang@logicsolutions.com。
邮件主题：Customer Service Agent, 谢谢配合。 |
发表于 2011-5-5 09:54:58
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