Responsible for fulfilling all employee and vendor travel requests received via email, phone, or other sources by using GDS SABRE, Concur and other methods available. This includes air, hotel, rental cars, ground transportation and other essential travel needs. Agent will be responsible for reviewing and following standard protocols for ticketing and quality to offer the best options for travel itineraries, while providing the lowest cost and best value. Agent will be responsible to maintain acceptable customer service and call service levels as determined by established departmental standards.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Meeting or exceeding performance measurement standards and definitions.
The agent will be responsible to communicate with internal and external customers to fulfill and resolve conflicts on travel requests.
Agent must have an understanding of all airline contracts, including, but not limited to, Air-Sea fares, Marine/Seaman fares, net fares, and published fares.
Agent is responsible to research, book and action all travel requests received by either email, phone, or other sources.
Agent is responsible to book the most logical lowest cost for all travel requested, adhering to established company protocols.
Agent is responsible to ensure all travel requests are fulfilled in a timely manner, as determined by department guidelines.
Agent is responsible to meet the departments established customer service KPI¿s.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.
High School diploma or General Education Degree (GDE) required.
KNOWLEDGE AND SKILLS:
Agent must possess strong customer service skills, and the ability to work well under pressure in a fast paced environment.
Agent must be able to work independently in a team focused environment and have good problem solving skills.
Agent must have the ability to read and comprehend instructions, correspondence, technical procedures, and manage a variety of situations to provide solutions outside of normal standardized processes.
Previous airline experience, CRS and call center experience is a plus.
Agent must be proficient in SABRE, Microsoft Word, and Excel.
The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations. While performing job functions the employee is regularly required to sit, and stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10-15 pounds. The employee is occasionally required to walk to the dock, ascend and descend the vessel. This position may regularly travel domestically or internationally. Visual requirements include distant, close and color vision, and ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job. The environment includes work inside/outside the office.
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.