-Complete the required number of quality assurance audits
-Cascade and train the team on process updates
-Re-train and re-educate the team should there are identified error trends.
-Calibrate with Subject Matters on quality scoring
-Maintain and improve the training curriculum and train new hires
-Collects, measures, analyzes, evaluates, interprets and summarizes data in preparation for generating reports to be used for performance evaluation of the project.
-Train new hires
-Interface effectively with other teams, delivery lead
-Interface effectively with Client team
-Address technical questions from the team
SKILLS Required:
-6+ years of experience.
-Quick learner, and ability to lead a team
-Excellent oral and written communication
-Passion for learning and creative problem solving.
A Customer Sales Representative (CSR) processes phone and email requests working directly with travel agents.
In addition CSRs may provide administrative support for internal (AA) Sales employees to assist in generating account loyalty and incremental revenue. CSRs utilize various computer based applications such as Sales Link, QIK, and Native Sabre to provide guidance related to Global Sales policies and procedures, waiver/favor services and rules associated with negotiated pricing and contract fares.
CSRs are empowered to make decisions and recommendations to build account loyalty, retain customer revenue and maintain American’s competitiveness in the market place.
Key Responsibilities & Accountabilities:
・Outstanding customer service skills are critical to support the needs of high yield agency accounts
・Sales oriented individuals who are passionate about American’s products and converting high quality of revenue bookings from our competitors
・Commitment to meeting departmental productivity goals
・Analytical abilities are required to quickly assess complex requests for timely problem resolution
・Outstanding listening skills are required to manage customer expectations efficiently
・Industry Experience
・Possess a high level of interpersonal skills and initiative to work in a team environment
・Excellent writing skills to effectively respond to customer email inquiries
・Ability to clearly communicate and educate travel agents on new sales policies, company guidelines and agency reference procedures
・Strong aptitude of working in multiple computer based information applications
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2018/12/11 10:52
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