Client Services Agent (Spanish)

PRIMARY RESPONSIBILITIES

Duties include, but are not limited to:

• Enthusiastically engaging each caller and representing Tourico Holidays in a highly professional manner
• Successfully and accurately answering client questions and provide appropriate additional information
• Capturing accurate and legible documentation on all call activity in the Back Office system as required
• Respond rapidly and accurately to on-line/email requests for information
• Monitor bookings for processing of reservations, special requests, amendments, and cancellations
• Escalate issues in accordance with Contact Center guidelines when necessary
• Consistently maintaining departmental standards for quality
• Achieving defined Service Level Agreements and Key Performance Indicator goals
• Responsible to meet all company policies and procedures
• Responsible to follow quarterly schedule and schedule changes based on call volume

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Required to speak, read, and write English fluently
• Additionally, must be fluent in one of the following languages; German, Portuguese, Spanish, Italian, French
• Strong customer service and listening skills
• Demonstrated strengths in verbal and written communication skills including appropriate grammar and punctuation
• Persistent in ensuring issues are resolved accurately, effectively and timely
• Ability to clearly and effectively maintain and update online documentation
• Ability to follow precise direction consistently without continuous supervision
• Detail-oriented and flexible
• Proficiency with Microsoft Windows / Office and Internet Explorer
• Flexibility to work overtime as required
• Ability to type at least 35 words per minute and accurately capture detailed information
• Able to maintain focus and enthusiasm throughout shift assignment

About the Company:

For 21 years, Tourico Holidays has been a growing global travel brokerage company and is now the largest travel wholesaler in the US and one of the largest in the world.

Since that initial investment 21 years ago, Tourico Holidays has grown into a $1+ Billion company. From one office in Sanford, Florida, we have expanded to 30 locations worldwide on 5 continents with 650 employees and counting. Today, we provide support to 4,900 clients across 100 countries, using the most innovative technology in the business-to-business travel arena. We match demand with a robust travel supply spanning 4,500 destinations globally.

Benefits and Salary:

The full time positions will offer a comprehensive benefit package for employees and eligible dependents including medical, dental, vision, and life. A tax deferred 401(k) plan is also available. Access to travel discounts are also offered as an employee benefit. Salary is commensurate with experience.