Customer Experience Associate III

«out Conduent Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments – creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day. Job Description Purpose of the Role: Multi-skilled agents oversee specific tasks according to their department. They are usually tenure agents that have demonstrated specific skills that make them eligible to move to an internal department and perform other tasks. From time to time they help support the service and sales Teams. Air & Sea agents oversee the air products that include flights, transfers and hotels if needed. They will clarify specific flights related questions form customers; verify air promotions and provide detail information regarding flights and airlines always providing the options of hotels and transfers to the guests calling. General Responsibilities ✓ Adhere to the provided schedule ✓ Answer calls and/or emails in and English only environment ✓ Consistently follow process and procedure to ensure accuracy of products in general and specifically air products ✓ Reach Individual goals as assigned for the process ✓ Secure new products that fulfill request from the customer ✓ Provide clear and accurate information, regarding the air product, in a clear and professional manner ✓ Answer questions regarding air products and changes that involve flights ✓ Research information using available resources ✓ Accurately modify and Update information on existing products. Add and remove flights, change flights reservations in cruise-flight products. ✓ Assist internal and external customers with air products and services ✓ Manage and resolved customer complaints related to air side of the package ✓ Identify and escalate issues as needed ✓ Connect calls to specialized departments when needed ✓ Follow up open cases to achieve resolution and closure ✓ Document on the system all interactions ✓ Proactively seek information to be up to date regarding process changes. ✓ Review reports assigned and communicate necessary changes to customers ✓ Handel specific task as assigned ✓ Contact customers to inform changes regarding air piece of holiday ✓ Be extremely careful with changes as rates might change Required Qualifications Education ✓ Education minimum high school diploma or equivalent ✓ B2 English level Experience ✓ Previous experiment in call center ✓ Costumer service Advocate ✓ Ability to sell ✓ Preferably knowledge about Sabre (Not a must) ✓ Preferable knowledge about travel industry / air experience Skills ✓ 85% English proficiency verbal and 85% written proficiency. ✓ Basic to intermediate knowledge and ability to use Excel. ✓ Ability to engage with customers over the phone. ✓ Ability to document ✓ Ability to use different communication channels (phone, email, chat). ✓ Extremely High Attention to detail ✓ Highly self-discipline including being punctual and having organizational skills. ✓ Ability to multitask **Preferred ✓ Ability to plan and strategize to achieve desired results (Sale Skill) ✓ Goal driven ✓ High numerical ability **Preferred ✓ Proactive and able to initiate change **Preferred ✓ Resilience and tenacity to overcome objections Closing Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the