Category : Client Operations Application Deadline: Ongoing until positions are filled. to apply, please visit the TP Careers site at https://www.tp.com/en-us/careers . About TP TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients. Benefits of working with TP include TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental. We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible. We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts. Career Growth and Culture At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success. TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families. Equal Opportunity Employer TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here . Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests. Purpose Use positive telephone service techniques; act on special Customer requests and maintain excellent Customer relations. This position is 100% work at home . While this position will be working from home, this candidate must be located within the US and be eligible to work in the US without sponsorship . Your Responsibilities Act as trusted advisor and consultant to a single or multiple corporate accounts . Act as the point of sale on all Domestic and International travel requirements, arranging both routine and complex travel for air, rail, car, and hotel accommodation, utilizing (GDS) Fulfill requests for multi-faceted travelers while adhering to applicable requirements and process and procedures. Provide consultative advice, solutions, and recommendations. Additionally, pro-actively selling additional service for our travelers (e.g., hotel and car), whilst ensuring adherence to the Customers agreed travel policy and requirements and adhering to quality assurance standards. Complying with all legal standard requirements, which include mandatory training, compliance, and sanctions. Deliver expectations on individual/shared team goals and support all business Key Performance Indicators. Follow internal compliance and regulatory requirements for all Customers and locations supported. Manage the end-to-end booking process through the ticketing and order fulfilment, either over the telephone, via messaging or via email or back-office systems and servicing platforms. Operate in a telephony servicing environment where you are accountable to key performance indicators of success, such as Customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics), and driving key partnerships and sale of preferred air and hotel partners Operate in multi-channel (phone and email) servicing environments where you are accountable to key performance indicators of success, such as Customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics Act as trusted advisor and consultant to a single or multiple corporate accounts . Act as the point of sale on all Domestic and International travel requirements, arranging both routine and complex travel for air, rail, car, and hotel accommodation, utilizing (GDS) Fulfill requests for multi-faceted travelers while adhering to applicable requirements and process and procedures. Provide consultative advice, solutions, and recommendations. Additionally, pro-actively selling additional service for our travelers (e.g., hotel and car), whilst ensuring adherence to the Customers agreed travel policy and requirements and adhering to quality assurance standards. Complying with all legal standard requirements, which include mandatory training, compliance, and sanctions. Deliver expectations on individual/shared team goals and support all business Key Performance Indicators. Follow internal compliance and regulatory requirements for all Customers and locations supported. Manage the end-to-end booking process through the ticketing and order fulfillment, either over the telephone, via messaging or via email or back-office systems and servicing platforms. Operate in a telephony servicing environment where you are accountable to key performance indicators of success, such as Customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics), and driving key partnerships and sale of preferred air and hotel partners. Operate in multi-channel (phone, email and chat) servicing environments where you are accountable to key performance indicators of success, such as Customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics) Language/Communication Excellent written and oral communications skills role will require inbound, outbound (callbacks), and email/ Excellent telephone skills, including a professional demeanor portrayed to Customers demonstrated through ability to ask probing questions, ability to communicate with a sense of urgency. Fluency and comprehension in the language requirements for the specific point of sale (spoken and written), as verified by an GBT-approved formal test. Accent neutral verbal/written communication skills as verified by an GBT-approved formal test if applicable. Strong listening skills: active listening; able to appreciate the context of the business travelers experience. Written skills: excellent grammar; attention to detail demonstrated through follow-up to ensure resolution for Customer. Minimum 1-year experience demonstrated the use of these communications skills in prior experience. Soft Skills: Travel savvy : passion for travel / experience with travel . Solutions mindset: passion to find the right solution for the Customer (e.g., consultative skills), while also closing the sale and potentially up selling the Customer. Anticipate Customer needs displays a number of skills as applicable e.g., empathy, and proactive recommendations. Performance and Ownership Polished delivery: ability to communicate in a structured and effective manner. Excellent time management: ability to multi-task to solve issue for Customer, while managing time. Quick learner: ability to ramp up quickly and act on feedback constructively. De-escalate Customer situations, manage Customer expectations and follow-up on Customer commitments. Passion for service, one call resolution, and tailoring the solution for the caller. Technical Skills: Fast accurate typing skills. Fast computer navigation skills (e.g., Web applications, shared folders, operating system Windows). Knowledge of Internet Explorer and other browsers (ability to search for address locations while speaking to Customers). Navigate through multiple web applications and windows at one time utilizing dual screens. General database searching skills and handling. High speed data entry speed and accuracy. Basic math skills (adding, subtracting and basic calculations). Geography skills (countries around the world). International airline faring skills (or an aptitude to learn if not GDS Expert profile). Test for keyboard proficiency skills. ISP skills: sign-up, install, connection, messaging (chat, e-mail), navigation, online support, etc.
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