Client Resolution Specialist | Travel Industry

Fantastic opportunity to join this global brand and take ownership of the end-to-end resolution of all escalated pre, during & post-travel issues plus participate in the coaching and development of staff to advocate for the creation of an 'ownership culture' within the contact centre and ensure continuous improvement of the guest experience.  
 
The company
This $6billion global travel brand has offices across the US, UK and Europe and an APAC office in Sydney with circa 180 employees.  They offer a collaborative and supportive culture, a strong focus on work/life balance, family and community and a proud history of successful career pathways/advancement opportunities for staff.

The role
Reporting to the Director Contact Centres APAC key responsibilities include: 

• ISSUE MANAGEMENT - End to end ownership of escalated issues ensuring that responses align with company policy, consumer law and industry standards
• TIME MANAGEMENT -Ensure stakeholders are updated within agreed timelines regardless if resolution has or has not occurred
• STAKEHOLDER MANAGEMENT - Develop and maintain relationships with key internal stakeholders who can resolve/add value to the resolution process
• RECORDS - Maintain accurate case records within the case management platform
• CANCELLED TRIPS - Execute the cancellation plan and remain the primary point of contact for head office regarding the disruption/cancellation
• PROCESS IMPROVEMENT - Participate in the following forums - Quality Assurance Process Improvement,  Non-Revenue Contract reduction, Training & Induction Plan, Contact Centre Knowledge Base
• TRAINING & DEVELOPMENT - Participate in the development and delivery of contact centre team member training to support the continuous improvement of the client experience
• ADVOCACY - Advocate on the guest’s behalf for continuous improvement of corporate policies and processes
• TRAVEL CREDITS - Issue, and report on the balance of, Future Travel Credits 

About you
To apply for this role you will have had exposure to service recovery situations in a complex multi stakeholder environment.  Travel Industry Experience is preferred.

What's in it for me?

• The flexibility to work from home full time but with the support of a professional team in a global company with best practices
• Luxury central-CBD office if you are Sydney based and would prefer a hybrid model
• Fun environment with a respected product that it’s easy to be passionate about
• Huge holiday discounts for yourself, your family and friends