Guest Experience Agent
Skills
About This Role
Overview
Beond, the world's first premium leisure airline, is excited to announce an opening for a Guest Experience Agent in our Contact Centre.
In this pivotal role, you will be the voice of our brand, providing exceptional service and support to our guests.
You will handle inquiries, resolve issues, and ensure that every interaction aligns with our commitment to delivering a luxurious travel experience.
As a Guest Experience Agent, you will interact with guests from around the globe, assisting them with their travel plans and addressing any concerns they may have.
Your ability to empathize, communicate effectively, and provide solutions will enhance our guests' journeys and contribute to their overall satisfaction.
Responsibilities
- Handle incoming guest inquiries via phone, email, and live chat professionally and efficiently
- Provide accurate information regarding flight schedules, bookings, and services offered by Beond
- Assist guests with changes to their reservations and travel itineraries
- Address complaints and resolve issues promptly while maintaining a high level of customer service
- Document guest interactions and feedback to improve service quality
- Collaborate with other departments to ensure smooth operations and enhance guest experience
Requirements
- High school diploma or equivalent; a degree in hospitality or related field is a plus
- Previous experience in customer service or contact centre environments is mandatory.
- Prior experience as a travel consultant is an advantage.
- Excellent communication skills, both verbal and written, with a strong command of English
- Preferred candidates should possess fluency in Arabic, Russian, or French
- Proficiency in using computer systems and customer relationship management (CRM) software
- Ability to handle multiple tasks, prioritize effectively, and work in a fast-paced environment
- Strong problem-solving skills and a proactive approach to guest service
- Availability to work flexible hours, including nights, weekends, and holidays
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