Bilingual Customer Service Representative

Role: Spanish Call Center Agent / Customer Service Representative (Reservation / Travel )

Location: On-Site at 9721 Sherrill Boulevard, Suite 201 Knoxville, TN 37932

Shift Timings: Between 8 AM to 8 PM EST - Rotational shifts (9 hours including 1-hour lunch break)

Working Mode: 5 days a week with 2 days off. Shifts will include weekends.

About company:

IGT Solutions is a next-gen customer experience (CX) company, defining and delivering AI-led transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing end-to-end CX journeys across Travel and High Growth Tech industries. Established in 1998, with a 100% focus on customer experience, IGT employs more than 25,000 customer experience and technology specialists providing services to 85 marquee customers globally.

PURPOSE OF THE ROLE

The Customer Experience Specialist –

Flights is responsible for providing high quality customer support to client customers, with a primary focus on flights and packages.

Flights is expected to champion customer satisfaction by demonstrating the highest level of professionalism, listening and engaging with the customer and providing an individualized solution that suits their needs.

For the individual to be successful, he or she should enjoy the challenge of problem solving and welcome the opportunity to find solutions in collaboration with our business partners.

The individual must have a strong ability to adapt to change, embrace ambiguity and contribute to an environment of shared learning and feedback

Qualifications **

Must have proficiency in Spanish language

6 + months of call center or Customer service experience, in a multinational company is an required

Good to have experience in front desk/ hotel management / back office/travel industry or personal experience using travel products is preferred (Booking , Reservation, flights, cars, hotels, cruises, vacation packages) is an advantage;

On-the-job training, CST Specialist Flight training, procedures, products

Must be at least 18 years of age

ACTIVITIES PERFORMED ON THE JOB

Handling cases:

Receiving contacts from customers and suppliers (airlines) and providing needed assistance via the following communications channels: phone, email and chat

Making outbound contacts in order to proceed further with received requests

Proceeding with requests of flights cancellations or flight details’ amendments; providing information on bookings to the customers

Serving as backup for EN team when required due to business needs

Handling cases that need dedication skills or more difficult cases; cases are assigned to the agents by Team Managers or Team Captains

Follow-up on pending cases:

Following up on those cases where agents need to get updates from other departments such as IT Team or suppliers

Handling the pending cases that are assigned to the agents by Case Management team

Communication with other departments:

Providing feedback to Product team with assistance of Team Managers or Team Captains on new products of the company

Collaborating with Learning & Development team on corrections for the existing procedures and bringing suggestions for potential processes

Memos/updates on procedures and case handling:

Agents to be enrolled in online courses and complete them on time

Exchanging experience by working across language teams

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Work Location: In person