About the role

Tropic Air is hiring a Temporary Customer Care Agent for its Customer Care Department in San Pedro. The agent helps customers with reservation requests, questions about Tropic Air's services and general customer service queries, a role that is central to service delivery, customer satisfaction and retention. The position reports to the Director of Sales & Customer Engagement.

Responsibilities

Answer incoming calls and help customers with flight reservations, tour packages, service requirements and questions about the frequent flyer program
Support customers who need to cancel a reservation
Answer calls and transfer them to other departments
Resolve customer issues: clarify the complaint, find the cause, offer a solution, make sure the correction is carried out and follow up until it is resolved
Keep the customer contact database up to date with correct names, phone numbers and email addresses
Listen actively to customers' needs and find ways to improve their experience and satisfaction
Up-sell when appropriate by telling customers about Tropic Air's products and services
Work with colleagues in other departments
Know all of Tropic Air's products and services
Handle confidential customer information with care
Other duties as assigned

Requirements

High school diploma
At least 1 year of recent, successful work experience in customer service
Detail-oriented and assertive in performing tasks
Good selling and persuasion skills
Good listening skills and the ability to address customer needs
Able to work in a time-sensitive, multiple-shift, team-oriented environment
Dependable and able to take direction from supervisors
Good command of spoken and written English

Preferred qualifications

Associate degree