Reservations Administration Associate
Salary undisclosed
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Job Title/Position
Reservations Administration Associate
Headcount Required
1
Daily Responsibilities
Describe the qualifications the staff must have in terms of skills and capabilities
Describe the prior working experience a candidate should have.
How can we measure performance for this job profile (KPIs/Metrics/Targets)
Describe the work schedule the staff will follow Eg. 9am-6pm AEST.
Rotational shift based on UK market (Standard shift: 4pm to 1am PHST)
Reservations Administration Associate
Headcount Required
1
Daily Responsibilities
- Responding to inbound emails and web messages
- Creating new outbound emails
- Primarily non-voice, but voice tasks are still a component of the role and other tasks at hand
- Processing transactions on proprietary and 3rd party systems
- Attending virtual huddles and other online meetings
- Receiving or making internal voice calls
- Brochure call follow up and converting to quotes/bookings
- Updating data/reporting and collating other information
- Providing feedback on opportunities to improve process
- Calculating various costs for travel bookings e.g. flights, upgrades and/or add-ons
- Providing specialist advice to other internal teams
- Prioritizing work across multiple queues/systems
- Quality checking own or other team members work before finalizing
- Rapid task switching based on priorities/urgencies
Describe the qualifications the staff must have in terms of skills and capabilities
- Excellent communication skills in English - written and spoken
- Ability to adapt communication to different countries/cultures
- Numerate/Experience with spreadsheets - ability to complete calculations and translate time across time zones
- Experience with different proprietary web applications and MS Office Suite
- Customer focus
- Multitasking across multiple systems, processes and markets during the course of a day
- Curious to ask questions, understand processes thoroughly and learn more
- Resilient to change
- Persistent with tasks that may be difficult at first
- Attention to detail
- Pride in their work
- Sense of urgency with time sensitive tasks
- Interest in the world around us
- Resourceful - use the resources available to work effectively and independently
- Autonomous - ability to make reasoned decisions when an answer or support is not immediately available
- Problem solving skills Good with numbers and logic.
- High adaptation to priority changes
- Ability to multi-tasks
- Attention to details, well-organized is necessary
- Persistent and consistent, ability to follow-through with assigned tasks
- Clear communication with internal team members & external business partners. (fluent in English written/ speaking)
Describe the prior working experience a candidate should have.
- Customer service (emails, web messages, voice)
- Contact Centre or Processing Centre
- Dealing with high-net-worth customers, who have English as their first language
- Travel industry and/or luxury brand preferred, specifically experience with travel booking / global distribution systems
How can we measure performance for this job profile (KPIs/Metrics/Targets)
- Attendance
- Punctuality/Adherence
- Tasks actioned e.g. emails responded to, letters issued, cancellations processed, problems solved
- Number of escalations/ requests for assistance
- Quality/Accuracy
- Customer satisfaction
Describe the work schedule the staff will follow Eg. 9am-6pm AEST.
Rotational shift based on UK market (Standard shift: 4pm to 1am PHST)
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