Swedish Speaking Mentor - Málaga

Description
- Respond and handle inquiries from agents on the floor as well via phone, skype, e-mail or other channels
- Identify recurrent questions and trends, and escalated it further to TLs/Trainers
- Redirect problems to correct departments
- Identify and escalate situations requiring urgent matter further
- Instruct how or take over and resolve complicated customer issues
- Handle case by using available processes, policies or take best practice for the customer and business
- Stay updated with system information, changes and updates
- Perform RW Coordinator duty according monthly working schedule
- Prepare activity reports after duty shift
- Distribute of updates/information on product knowledge and systems to department members, report to the Super-User Coordinator/Senior Team Leader (Supervisor) if any information is missing.
- Attend staff meetings, trainings, seminars to constantly improve the professional knowledge
- Represent the company and our client in a professional manner at all relevant functions
Hours and Benefits:
- Shift: 39 hours/week from Monday - Sunday (Rotative) different shifts available
- Salary: 28.800 Euros gross/year + up to 2.400 Euros gross/year in bonus
- Medical Insurance
- Permanent contract
- Ongoing training
- Diverse growth opportunities
- Start date: Immediate
- Holidays: 23 working days of paid annual leave (generated on the basis of the calendar year and in proportion to time worked)*
Requirements


- Travel business experience
- Ticketing skills / IATA
- Amadeus reservation skills
- Preferably previous experience in a customer service role within Travel Industry
- Excellent customer service skills
- Strong written, verbal and organizational skills
- Passion for customer care
- User-level knowledge of computer technology, personal computer or other devices such as tablets, smartphones etc.
- Written and verbal fluency in Swedish and English
Personal abilities:
- Motivated, upbeat individual
- Able to work independently
- Excellent interpersonal and teamwork skills
- Strong multitasking skills
- Strong keyboarding skills
- Strong Active listening skills
- Ability to work in dynamic situations
- Ability to work toward a goal
- Ability to accurately paraphrase conversation
- Ability to identify solutions based on written procedures, guidelines, and process tools
- Takes passionate ownership for customer issues
- Ability to communicate with the customer in an empathetic fashion
- Ability to negotiate with customer on various solutions
- Ability to diffuse an angry customer through effective customer and social skills
- Positive attitude emphasizing tact and diplomacy
- Ability to listen and identify root problems
- Outstanding verbal and written communication

***The recruitment processes and people involved in them (both recruiters and Project Managers) will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, race, religion and sexual orientation. ***
*The period of holiday entitlement is fixed by mutual agreement between the company and the employee
Referencia
RRQ22-006431-4-SWEDEN