Reservation Officer

at  CITY TOURS CAR RENTALS PTE LTD

ABOUT CITY TOURS

City Tours, established in 1971 in Singapore, aims to be the leader in providing value and exceptional experiences for Asia’s tours and attractions. The company offers unique experiences such as FunVee™ Open Top Bus Tours and Captain Explorer DUKW™ Tour.

JOB DESCRIPTION

Under general supervision, in a customer service call centre environment, the Representative will respond to telephone inquiries about travel products or services. Utilize internal systems to research, assist and document customer service issues. Maintain a professional working relationship with internal and external customers.

REQUIREMENTS

• High School or equivalent experience and a minimum of 1 year of customer service experience preferably in the service-related industry.
• Prior call centre experience is a plus.
• Strong data entry skills and ability to navigate multiple systems.
• Attention to accuracy and detail in processing information.
• Strong organizational and interpersonal skills.
• Solid customer service etiquette.
• Willingness to work a flexible schedule and occasional overtime as needed.
• Possess good oral and written communication skills.
• Ability to maintain confidentiality.
• Ability to work independently as well as in a team.
• Competent in Windows-based computer applications (Microsoft Office).

• Answer inbound calls to assist customers, agents and internal staff in a clear, friendly and professional manner while adhering to established company and department guidelines.
• Meet performance metrics to include quality of the call and call efficiency.
• Escalate customer service-related issues when necessary to team lead, supervisor or manager.
• Address customer issues and ensure effective and long-term problem resolution by identifying causes and offering solutions.
• Work closely with the sales & operations department to assist with retention by identifying agents’ concerns.
• Work closely with the Technical Support department to assist with agent account and/or product inquiries.
• Open, read, and respond to emails on a daily basis.
• Participate in any/all training and educational activities necessary to fulfil at least the minimum requirements specified in your department’s goals.
• Adhere to privacy; confidential, proprietary company policies and procedures.
• Ensure that all reservations are recorded following established procedures with full and precise information and are inputted accurately and promptly into the systems.
• To ensure that all work meets company standards and is according to the training given; all function paperwork must be accurate and complete, including coach chartering requirements, guest preferences, booking supplements and payment details