Customer Service Representative

Role: Call Center Agent / Customer Service Representative (Reservation / Travel)

Location: Knoxville, TN (Work from Office)

Shift Timings: Between 8 AM to 8 PM EST Rotational shifts (9 hours including 1-hour lunch break)

Working Mode: 5 days a week; 1 day over the weekend (either Saturday or Sunday) and 4 days during regular week (Monday through Friday).

About company:

IGT Solutions is a next-gen customer experience (CX) company, defining and delivering AI-led transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing end-to-end CX journeys across Travel and High Growth Tech industries. Established in 1998, with a 100% focus on customer experience, IGT employs more than 25,000 customer experience and technology specialists providing services to 85 marquee customers globally. IGT’s global footprint consists of 30 delivery centers

Job Summary:

· We are looking for a skilled and customer-oriented Customer Care Agent to join our dedicated customer care team.

· As a Customer Care Agent, you will be the first point of contact for our customers, providing assistance and resolving their inquiries promptly and professionally.

· Your primary focus will be to ensure customer satisfaction, build positive relationships, and maintain a high level of service quality

· Training, AST training / new hire training on processes, procedures, products will be provided.

Qualifications

· Min. 6 months of experience as a Call Center Representative or Customer Service Representative is required

· Experience working as a Hotel front desk, Receptionist will also be considered for this role.

· High School Diploma or equivalent is required

· Must be at least 18 years of age

Activities Performed on The Job

· Agents will assist customers with their daily travel needs, Hotel reservations, Flight bookings, Car rental and activities.

· Receiving contacts from customers and suppliers (airlines) and providing needed assistance via the following communications channels: phone, email and chat

· Making outbound contacts in order to proceed further with received requests

· Proceeding with requests of hotels, flights, cancellations or flight/hotel details’ amendments; providing information on bookings to the customers

· Handling cases that need dedication skills or more difficult cases; cases are assigned to the agents by Team Managers or Team Captains

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

Job Type: Full-time

Pay: $16.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Experience:

• Call center: 1 year (Required)

Work Location: In person

Salary : $16