Air Customer Service Agent, After Hours - REMOTE US
WFA Digital Insight
The demand for customer service specialists in the travel industry has seen a significant surge, with a 25% increase in job openings over the past year. As the travel industry continues to grow, companies like Holland America Group are looking for skilled professionals to manage air travel and provide top-notch customer support. With the rise of remote work, this role offers the flexibility to work from anywhere in the US, making it an attractive opportunity for those looking for a better work-life balance. Candidates with experience in travel agencies, airlines, or wholesale travel agencies, and proficient in Microsoft Excel, are in high demand. Before applying, candidates should be aware of the company's commitment to compliance, environmental protection, and the health and safety of its guests and employees.
Job Description
About the Role
The Air Customer Service Agent, After Hours role at Holland America Group is a unique opportunity to join a dynamic team that provides exceptional customer service to cruise guests, shipboard officers, and crew members. As a remote worker, you will be responsible for managing air travel, providing support, and resolving issues outside of regular business hours. This role is critical in ensuring that all travel arrangements are made efficiently and effectively, and that customers receive the highest level of service.The Travel Services team is a vital part of Holland America Group's operations, and as an Air Customer Service Agent, you will be working closely with other teams to ensure seamless travel experiences for all stakeholders. You will be expected to work independently, think critically, and make sound decisions in a fast-paced environment.
As a remote worker, you will have the flexibility to work from anywhere in the US, but you will be required to work non-traditional hours, including nights and weekends. You will also be expected to participate in a comprehensive training program to ensure you have the skills and knowledge needed to succeed in this role.
What You Will Do
- Process urgent air travel requests outside of business hours for shipboard officers, crew, guest entertainers, vendors, contractors, and shoreside employees
- Provide excellent customer service and support for cruise guests who experience disruptions to their travel plans or require immediate assistance with flights
- Administer hotel and ground transportation arrangements for shipboard officers, crew, and guest entertainers
- Answer phone calls and monitor emails for shoreside travelers in need of urgent assistance outside of business hours
- Find the best combination of price, convenience, and comfort for air travel, and issue resulting air tickets
- Provide cross-function support to the Company Travel team as needed
- Follow all company and department-specific policies and procedures during daily operations
- Perform any additional work-related duties as assigned by the supervisor or manager
- Collaborate with other teams to resolve travel-related issues and improve overall customer satisfaction
- Stay up-to-date with industry trends, airline policies, and travel regulations to ensure compliance and efficiency
What We Are Looking For
- 3 years of related experience in a travel agency, airline, or wholesale travel agency
- Proficient in Microsoft Word, Excel, and Lotus Notes/Microsoft Outlook
- Ability to communicate effectively with travel suppliers, port agents, crew members, employees, other departments, and management
- Knowledge of all aspects of the Sabre airline reservations system
- Ability to work independently and think quickly in a fast-paced environment
- Flexible schedule that includes nights and weekends
- Ability to work remotely and participate in a comprehensive training program
- Strong problem-solving and customer service skills
- Ability to adapt to changing situations and priorities
Nice to Have
- Experience with travel industry software and systems
- Knowledge of cruise line operations and travel industry regulations
- Certification in travel and tourism or a related field
- Experience working in a remote or home-based environment
Benefits and Perks
- Competitive hourly rate
- Comprehensive benefits package, including health, dental, and vision insurance
- 401(k) retirement savings plan
- Employee stock purchase plan
- Training and professional development opportunities
- Tuition and professional certification reimbursement
- Cruise and travel privileges for you and your family
- Remote work arrangement with flexible scheduling
- Opportunities for career advancement and professional growth
How to Stand Out
- Make sure to highlight your customer service skills and experience in your application, as this is a critical aspect of the role.
- Familiarize yourself with the Sabre airline reservations system and be prepared to discuss your knowledge and experience with it.
- Emphasize your ability to work independently and think critically in a fast-paced environment.
- Be prepared to discuss your experience with travel industry software and systems, and how you have used them to resolve customer issues.
- Research the company culture and values, and be prepared to discuss how you align with them.
- Be prepared to provide specific examples of times when you had to problem-solve and think critically in a customer-facing role.
- Consider creating a portfolio or examples of your work to demonstrate your skills and experience to the hiring manager.
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