**Job Title**: Contact Center Assistant - Remote Work **Company**: Expedia **Location**: Auckland, Auckland, NZ **Job Type**: Part-time **Seniority**: Associate Level **Years of Experience**: 3 --- ### Job Description As a Contact Center Assistant at Expedia, you will play a crucial role in ensuring customer satisfaction and enriching customers' travel experiences. In this remote position, you will leverage your expertise to assist customers with a variety of inquiries, complaints, and requests, all while embodying our commitment to excellent customer service. #### Responsibilities - **Customer Interaction**: Handle incoming customer inquiries via phone, email, and chat. Provide timely and accurate information about Expedia's products and services, ensuring a seamless and enjoyable experience for customers. - **Problem Resolution**: Engage with customers to resolve complaints and issues effectively. Utilize strong analytical skills to assess situations and recommend appropriate solutions, ensuring a satisfactory outcome for both the customer and the company. - **Sales Support**: Utilize persuasion skills to upsell and cross-sell additional products and services, contributing to organizational sales targets while enhancing customer value. - **Data Entry & Record Keeping**: Maintain accurate customer records and document interactions in the company's CRM system, ensuring that all information is up-to-date and accessible for reference. - **Collaboration**: Collaborate with team members and other departments to share insights and best practices. Participate in team meetings to discuss performance, challenges, and new initiatives aimed at improving customer service. - **Feedback Gathering**: Analyze customer feedback and trends, providing valuable insights to management regarding customer service practices and areas for improvement. - **Continual Learning**: Stay updated on Expedia's product offerings, industry trends, and customer service techniques. Participate in training sessions and maintain certifications as required to ensure quality service delivery. #### Requirements - **Experience**: A minimum of 3 years of experience in a customer service or contact center role, preferably within the travel and tourism industry. - **Education**: High school diploma or equivalent; a degree in a related field is a plus. - **Technical Proficiency**: Experience with CRM tools and computer software commonly used in contact centers. Proficiency in MS Office Suite is preferred. - **Personality Traits**: - **Adaptable**: Ability to adjust to changing customer needs and demands with a positive attitude. - **Reliable**: Consistently dependable in attendance and performance, contributing to a cohesive and productive team environment. - **Soft Skills**: - **Persuasion**: Strong ability to influence and motivate customers towards desired actions, enhancing their experience and promoting business initiatives. - **Analysis**: Capability to dissect customer feedback and performance metrics to identify areas of improvement and operational efficiency. #### Benefits - **Gym Membership**: Enjoy a gym membership that promotes health and well-being. - **Visa Sponsorship**: Opportunity for visa sponsorship for qualified candidates, enabling you to work in New Zealand legally and comfortably. - **Vision Insurance**: Access to vision insurance to support your eye health and overall well-being. #### Working Environment At Expedia, you will embrace creativity in a culture that values fresh ideas and inventive solutions. We foster an inclusive atmosphere that encourages diverse perspectives and innovative approaches to problem-solving. --- ### Application Deadline: September 29, 2024 Expedia is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified individuals without regard to race, color, gender, age, sexual orientation, gender identity, national origin, or disability status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
