Reservations Sales Agent Job in Rotterdam, Zuid Holland Netherlands
PRIMARY FUNCTION:
Answer calls and emails, from internal and external customers, routed from the reservations and sales team. Be the primary point of contact for problem resolution, ensuring the highest level of service is maintained internally and externally. As volume or absences warrant, act as primary back up for reservation agents.
ESSENTIAL FUNCTIONS:
1. Answer incoming QA calls.
2. Assist management, staff and co-workers with problem resolution and policy clarification.
3. Assist reservations agents with the effort to improve service levels by identifying ongoing training needs including customer services and sales skills.
4. Coach staff in using resources, providing excellent customer service, and sales.
5. Resolve problems and answer questions forwarded via email, mail or fax by internal staff and external customers.
6. Maintain and communicate changing policies and promotional offers to Reservations staff. Keep accurate staff manuals.
7. Serve as primary resource for special projects, including crisis lines.
8. Assist manager for process of screening, interviewing and selecting new hires.
QUALIFICATIONS:
· Previous call center lead agent or supervisor experience required.
· Strong communication skills both written and verbal.
· College degree is preferred
· Strong interpersonal skills, specifically the ability to positively interact with individuals at all levels.
· Fluent Dutch, English and German language skills
· French
. Computer knowledge must include excel, word and outlook.
· Ability to manage multiple tasks and prioritize effectively.
· Able to maintain confidentiality.
· Must be able to work independently, under stressful conditions.
· Ability to work flexible hours including weekends.