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Customer Service Representative, Travel Concierge

SYKES - Corporate DeLand Full-Time
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Elite Travel Consultant

SYKES, a customer service global outsourcer that provides customer-engagement services to Global 2000 companies, is looking for a full-time Elite Travel Consultant. Our team members take pride in helping people one caring interaction at a time. Every time a SYKES professional takes a call they have a chance to go above and beyond for the customer of our clients that will result in a positive impact for their brand.
Position Overview:
This role will be working for a major market client in travel. The individual will be expected to deliver exceptional service to an elite customer base. They must possess strong negotiating and influencing skills, superb problem- solving skills, demonstrate excellent verbal and written communication skills, and have a strong work ethic with a positive attitude and professional telephone and email etiquette. We are looking for individuals that are flexible and have a passion for, and/or experience with travel.

  • Demonstrate excellent verbal and written communication skills while providing superior service via telephone and/or email
  • Possess strong negotiating and influencing skills as well as superb problem-solving skills URL blocked - click to apply
  • Be able to quickly learn and adapt in a fast-pace environment and swiftly act on constructive feedback
  • Be a good listener that will ask the right probing questions to identify a problem and swiftly work to resolve them
  • Possess a solutions mindset with a goal to resolve for the customer’s need within the first contact while anticipating and proactively offering appropriate value add services and support to enhance the customer’s trip
  • Able to handle complex issues and de-escalate potential irate customers while positively representing the client’s brand
  • Possess strong organizational skills and be able to provide timely follow-up (when necessary) until issue is resolved
  • Able to deal effectively with job stress, angry callers, and upset customers while maintaining a positive attitude and delivering superior service
  • Identify process improvement opportunities and communicate effectively to team leader recommended solutions
  • Uses an effective approach to handle special events that may result in call backs, holds, interruptions, and unintentional disconnects
  • Supports and correctly follows company procedures to manage requests and complaints and performs consistently with the team’s objectives
  • Able to manage multiple software programs while effectively conversing with the customer
  • Excellent interpersonal skills

Minimum Qualifications
  • Must be 18 years of age or older with a High school degree or equivalent (required)
  • College degree (preferred)
  • Minimum 1 year of call center or customer service experience, verifiable through reference checks or interview notes to be made available to Expedia for review or audit
  • At least 3 years of travel experience (preferred)
  • GDS experience for Service Agents (desirable)
  • Self-motivated with the ability to work independently
  • Must be able to work flexible schedule with possible rotating shifts
  • Background/experience that indicates dependability and flexibility to execute on heavy call and case volumes in a fast-pace setting
  • Ability to embrace change
  • Strong interpersonal skills and demonstrated ability to work in a team environment
  • Creative problem-solving abilities/ability to think outside of the box
  • Excellent written and verbal communication skills
  • Ability to adapt to and support change within the business
  • Strong listening skills to be able to quickly identify customer needs
  • Spanish speaking is a plus
Technical Skills Required:
  • Typing 35 wpm as verified by a formal test
  • Strong knowledge of US and world geography
  • ISP skills: sign-up, install, connection, messaging (chat, e-mail), navigation, online support, etc.
  • Proficiency in a multi-system environment

Basic internet and web-based application skills

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Interpersonal Skills
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Active Listening
Complex Problem Solving


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Customer Service Representative, Travel Concierge
Estimated Salary: $65K
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SYKES is a leader in the customer contact industry for one reason: Our people. We have a passion for quality, a knack for teamwork and the vision for leading the transformation of customer care in the digital, call center and self-service space. High performing professionals help lead our 50,000, globally-based colleagues from our locations in Tampa and Denver. Our culture is based on collaboration, innovation and problem solving. We offer careers in operations, workforce management, IT, finance, human resources, sales and marketing. We provide competitive compensation, health and retirement benefits, as well as career development and advancement opportunities for professionals seeking to make a difference.

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