17 days old
2018-06-302018-07-30

Team Lead, Reservations - Peru LIM

American Airlines
Lima, Callao Region

Location: LIMA, PERU
Requisition ID: 20065 

 

Department: Reservations

 

Job Description:

This position contributes significantly to overall customer satisfaction by ensuring that team members are prepared to respond efficiently to customer requests, issues and concerns and resolve them in a timely and professional manner. This role also directly impacts the operation of the Support Desks by ensuring that all team members adhere to the established performance indicators of the department and that customer satisfaction.

 

Duties:

o Ensure high priority in delivering service excellence, in line with our established quality assurance standards.

o Efficiently answer customer enquiries and process domestic and international requests/transactions as required.

o Assist with procedures guidance/training of the Agents, to ensure that they achieve or exceed company expectations.

o Provide satisfactory solutions to customer issues escalated from the Agents.

o Be a ‘subject expert’ within the area(s) of the Support Desk(s), and ensure timely and accurate communication and distribution of company policies, procedures and products that directly relates to the department.

o Partner with leaders throughout the organization and Customer Planning to develop effective communication channels.

o Support the roll out of new initiatives, programs, products, systems, automation enhancements, sales techniques, destinations, etc.

o Run daily, weekly and monthly performance reports for review and to complete necessary administrative tasks.

o Look for opportunities to improve revenue generating activities as well as improve operational efficiencies within the department.

 

 

Job Requirements

o Be an agent with at least one year seniority in the Company, knowledge and experience in any of the Support Desks (ACS, AWS, EFC and RSD) would be an asset.

o Strong analytical skills for developing solution to problems, make decisions and take action.

o Average writing and oral communication skills.

o Above average administrative and analytical techniques.

o Demonstrates above average qualities of leadership, initiative and judgment.

o Must be able to effectively multitask to meet the demands of the position.

o Must be fully bilingual in Spanish & English.

o Knowledge of Sabre/AACoRN required.

o Tariff knowledge preferred.

o MS Office proficient.

o Be able to work a variety of shifts (including overnight, weekend and holidays) according to operational needs.

 

 

ALL APPLICANTS MUST HAVE LEGAL RIGHT TO LIVE AND WORK IN PERU AT TIME OF APPYING.

US CITIZENSHIP / PASSPORT DOES NOT GRANT YOU RIGHT TO LIVE AND WORK IN PERU.


Job Level: 42
Requisition ID: 20065 

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Team Lead, Reservations - Peru LIM

American Airlines
Lima, Callao Region

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Team Lead, Reservations - Peru LIM

American Airlines
Lima, Callao Region
PE

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