Work from Home- Call Center Agent in the Travel Industry (Floater)

Work from Home- Call Center Agent in the Travel Industry (Floater) - RCSPL Canada Inc

Date Posted: Jul 30, 2022

Job Detail

Location:

Carberry, Manitoba, Canada
Company:

RCSPL Canada Inc
Type:

Full Time/Permanent
Shift:

Second Shift (Afternoon)
Career Level:

Entry Level
Positions:

2
Experience:

Entry Level
Degree:

Bachelors
Apply Before:

Aug 31, 2022

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Job Description

Job details

Job type

Full-time

Benefits

Full Job Description

This position is virtual, we provide all equipment needed to work. We are an inbound call center.

Location: All Provinces

Working Hours: Work a variety of shifts based on business needs, Center is open from Monday to Friday from 7:00 am to 12:30am EST and Saturday/Sunday from 7:00am to 9:30pm EST.

Shift premium Eligible: Floater shifts is eligible for shift premium of $3000.00, 50% paid every 6 months. as it will require flexibility in work hours & shifts.

Start your exciting new travel career with the largest travel management company in the world!!

American Express Global Business Travel (GBT) equips companies of all sizes with the insights, tools, services and expertise they need to keep their travelers informed, focused and productive while on the road. With approximately 18,000 employees and operations in nearly 140 countries worldwide, American Express GBT empowers customers to take control of their travel programs, optimizing the return on their travel and meetings investments, while, more importantly, providing extraordinary traveler care.

We’re moving faster than ever and introducing new products, services, and strategies that will revolutionize the travel industry and bring greater value to our business customers. Our clients’ success expands our success, so we put our heart and soul into helping our clients achieve results that exceed all expectations. As the world’s largest travel management company, we are continuing to build alliances with key travel leaders and suppliers throughout the world, strengthening our position as a quality provider to companies of all sizes. Get ready to make impressions that will last.

Some of the benefits of joining Amex GBT

A generous benefits program with options depending on individual and family needs
Opportunities for RRSP contributions & company matching program
Travel Discounts
Overtime incentives
Employee Assistance Program
Diversity, Equity & Inclusion (DE&I) groups
Fitness reimbursements
and many more!!!

Key Responsibilities:

Handling inbound calls from customers to assist with booking their travel needs
Resolve customer inquiries at the first point of contact
Usage of telephony system & soft phone application involving precise logging
Educate customers on products, programs, and services such as flights, hotels
Customer Service escalation handling and first call resolution.
Technical and online navigational support and trouble shooting
Utilize online and internal resources to ensure interactions are accurate and compliant with all business processes aligned with our loyalty program rules and regulations.
Use of multiple tools, booking and redemption platforms
Flight exchanges/refunds/schedule changes/involving manual calculations (Service role)
Servicing clients across the globe with predominant focus on our clientele within North America
Email management
Remain current with industry advancements, Loyalty training and reference material.
Computer usage (Microsoft proficiency), and internet skills.
Scorecard metrics in place to adequately measure individual and team performance

Key Skills & Qualifications:

Typing proficiency: minimum 45 WPM
Recent computer & application skills (Zoom etc.) – e.g. basic word skills (copy & paste), internet browsing, outlook, ability to find different tabs/screens, min/max icons, delete cookies, understanding URL browsers
1+ years’ experience working in busy call centers fast paced environment
Aptitude for and quickly adaptable to current technology and applications
Aptitude for math: understanding percentages, taxes etc.
High Level of Customer Service consisting of:
- Empathy
- Effective listening and attentiveness
- Persuasive speaking skills
- Adaptability
- Taking responsibility in managing various situations

Patience
Responsive, critical thinking, solution oriented
Decision making skills

Collaborative, team oriented, respectful, and professional with clients, colleagues, and leadership
Proactive ability to identify problems (technical; account or client program specific issues), form solutions, and execute step-by-step troubleshooting procedures
High sense of urgency with the utmost level of respect and adherence to privacy and confidentiality protocols
Proficiency in spoken and written English; French
High School Diploma or the GED Equivalent
Travel Diploma an asset

Amex GBT is committed to creating an environment and a culture where everyone feels like they belong no matter who they are or where they are from is central to our values.

Location

Canada - Virtual Location

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

GBT Recruitment Privacy Statement

Skills Required

COMMUNICATION

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Company Overview

RCSPL Canada Inc

Mississauga, Ontario, Canada

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