Position: Travel Booking Agent

Location: Málaga, Spain

Employment type: Full-time

DUTIES AND RESPONSIBILITIES

• Serve as the first point of contact, ensuring each customer interaction results in a positive experience
• Handle customer and partner inquiries via email, messages, and phone calls globally. This includes assisting with tasks such as updating contact information, managing invoice collection, handling refund requests, booking information, and pre-onboarding processes
• Conduct detailed discovery to quickly understand the customer’s reason for contact and take ownership of the issue
• Research, analyze, and assess situations to provide accurate solutions using the available tools and resources
• Collaborate with internal teams and external partners through phone, email, or internal systems to resolve customer issues
• Strive for first-call resolution and ensure thorough follow-up on unresolved cases to eliminate the need for customer callbacks
• Focus on delivering a seamless and efficient experience that drives overall customer satisfaction by listening actively, discovering solutions, and appropriately closing each interaction
• Uphold empathy, understanding, and excellent listening skills as key values when representing the client’s brand.

REQUIREMENTS:

• Native/fluent Danish spoken and written. Fluent in English (minimum B2 level)
• Fluency in English (training, materials, systems, and technical terminology)
• High school diploma or equivalent
• Customer service experience in the travel industry is nice to have
  
• Excellent customer service, written, verbal, and organisational skills
  
• Familiarity with computer technology and devices
• Motivated and positive individual
• Ability to work independently and in a team
• Strong multitasking, keyboarding, and active listening skills
• Skillful paraphrasing of conversations, Outstanding verbal and written communication skill
• Ability to find solutions following written procedures and guidelines
• Takes ownership of customer issues
• Effective in defusing angry customers through social and customer skills
• Ability to identify and address root problems
• Ability to work in shift rotation: Monday to Sunday, 08 AM - 07 Pm (39 hours a week).

BENEFITS:

• Excellent remuneration package based on experience, skills and performance
• Be part of a dynamic and creative team with positive and friendly atmosphere
• Guidance and tools to reach your full potential
• Gain valuable experience in the travel and customer service industries, with opportunities to develop skills in problem-solving, communication, and collaboration.