Customer Service Agent | WFH

CS Everywhere is a permanent Work from Home with unlimited access to Cloudstaff offices when you need it. CS Everywhere includes Fiber Internet, back-up internet, UPS, PC/Laptop. Use the office when there is a power issue. Pop in and have a coffee with teammates.

• To support the company in delivering an exceptional Customer Service journey that creates unique memories for our Clients by delivering excellent service and providing administration support to our Sales agents.

• Answer all incoming administration related calls and deliver a high level of customer service and knowledge.
• Respond and action all administration Tickets that are assigned to you same day. Ticket message response is required, and phone call may be necessary. The Agent is responsible for leaving detailed notes on what was actioned before closing the ticket and updating the notes in accounting systems.
• Action cancellation requests including cruise, hotel, transfers, and airfare submissions and adding into consultants.
• Action fee queries and changes to booking such as Pax removal, Name Change, and DOB changes.
• Endorse incoming call sales enquiries to Sales Manager for allocation.
• Assist with Online check ins.
• Add property confirmations in ODMS when required.
• Action direct deposits
• Action the Payment Calendar Report
• Action the Unpaid report
• Action the Unconfirmed report
• Action the Entertainment report
• Clear all voicemails from email inboxes and distribute a required.
• Action itinerary changes and update accounting system
• Provide general information to clients as required.
• Action Sabre queues, schedule changes, etc.
• Manage the Weekends, Customer Support and Bookings in boxes and distribute enquiries to their relative departments. Aid in member queries on current live bookings. Transfer all new booking requests to Sales Manager for distribution.
• Manage outlook inboxes for agents who have been away for 3 or more days and for agents on leave. Ensure an exceptional customer journey and positive relationship is maintained. Distribute urgent enquiries to relative departments for action and touch base with the customer when necessary.
• Delivering a high level of productivity through effective time management and by identifying opportunities to maximise sales from leads via customer service channels. Optimize opportunities to ensure maximum revenue

• Deliver premium customer service, representing a culture and environment that is willing to go ‘above and beyond’.
• Make outbound calls as required.
• Be enthusiastic, passionate, and motivated to succeed through learning and following direction.
• Maintain accurate records of all client and potential client details, by utilising the tools, technology and processes provided.
• Communicate with all departments in a professional, timely manner adhering to company policy at all times.
• Adhere to company policies, procedures, and business ethics codes.
• Display values by ensuring effective communication, integrity, and respect.
• Maintain confidentiality of client, product, and company information.
• Complete ad hoc tasks as require by the Customer Service Team Leader
• Cancellation administration as per the standard operating procedures.
• Manage the cancellation inbox and cancellation tracker.
• TravelTek audits and management of audit tracker.

Necessary skills for this position:

A person in this position should have experience within a similar role and have the skills to:

• Work effectively in a team environment with the ability to work autonomously.
• Be able to manage time effectively and set priorities to adhere to deadlines.
• Demonstrate initiative yet be able to follow instructions and procedures.
• Demonstrate well-developed verbal, written and interpersonal communication skills.
• Deliver exceptional customer service and experiences at all times.
• Demonstrate a thorough understanding and adhere to policies surrounding confidentiality and privacy of client, product, and company information.
• Promote workplace safety, equity and diversity and participative management practices in the workplace.
• Maintain regular consistent and professional attendance, punctuality, and personal appearance.
• Display a high level of commitment to continuous professional development and quality customer service.
• Have, or quickly acquire, a clear understanding of the company policies and procedures and comply with these at all times.
• Demonstrate and promote the company values at all times.
• Experience in a digital chat environment desirable but not essential
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.
• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Endless opportunities for career advancement
• In-house psychiatrist available to support employees' well-being
• International career growth and connections
• Mental Wellness Employee Assistance program through Lifeworks
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled
• Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Unlimited cash incentives for hired referrals
• We set you up for success with a company-provided PC/Laptop and fiber internet connection