·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

·Strong customer service and listening skills

·Required to speak fluent English and Mandarin

·Languages preferred Spanish, Italian, French, Portuguese and German

·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

·Flexibility to work overtime as required

·Able to maintain focus and enthusiasm throughout shift assignment

Tourico Holidays, a Travel Holdings, Inc. company, is the world’s fastest growing travel distribution company; brokering global inventory to global clients. Our goal is to become the largest worldwide wholesaler of hotels, activities, car rentals, vacation homes, flights, cruises and transfers.

Founded in 1994 by Uri Argov in Sanford, Florida, Tourico Holidays has grown to 39 offices worldwide with over 770 employees providing service in 30 languages.