Resolutions Agent (Virtual)

Job description

JOB SUMMARY: The Agent, Resolutions is responsible for providing advanced customer service to guests, travel partners, and internal departments ensuring that good customer relations are maintained and customer claims and complaints are resolved fairly, effectively and in accordance with rules, regulations and company policy. The incumbent in this role addresses complex issues to ensure a high level of customer satisfaction. The Agent, Resolutions handles escalated guest inquiries and provides savvy solutions providing accurate information about products, services, and policies. QUALIFICATIONS: - Provides accurate information about products, services, and policies, ensuring customers receive prompt and effective assistance. Works towards one-call resolutions by creatively thinking of solutions that benefit both the guest and the company. - Collaborates with various departments to resolve issues, document interactions and resolutions, and contribute to the continuous improvement of service processes. - Handling escalated guest inquiries and providing savvy solutions, considering the business and guest satisfaction. Troubleshoot and resolve guest issues, escalating complex problems to...