Home      Contact      Sitemap Careers     Current Openings San Jose - Costa Rica Job Code : CR - TSA 001 Job Title : Travel Service Agent   Job Description The TSA will perform customer support services within the company’s Customer Support and Airline Reservations Systems Should ensure all service level targets are met, including the following primary responsibilities: processing schedule changes, handling outbound customer and/or airline phone calls, e-mail, processing airline ticket cancellations due to schedule changes, processing airline ticket exchanges, processing miscellaneous transactional work queues and problem solving for the company’s airline and vacation package products with the end goal of customer satisfaction Monitor and work schedule changes in accordance with prioritized service levels, including re-protection/re-booking customers when necessary Work with carriers (airlines) to resolve schedule change issues Follow company and airline policies and procedures to bring resolution to the customer issues Strive to meet and exceed quality, productivity and performance targets Job Qualification High School diploma required; college degree or equivalent travel industry experience preferred Competency Requirements Call center or customer service experience required Strong knowledge of Microsoft Word and Excel, MS Office Commitment to customer service, excellent typing skills and familiarity with the Internet; ability to navigate between multiple applications Effective written, verbal, and interpersonal communication skills Demonstrated proficiency in English Should have good communication and problem-solving skills   Industry Type ITES/BPO Apply >>   Job Code : CR - TL002 Job Title : Team Leader   Job Description The Team Leader is responsible to manage a team of approx 15 members and handle client’s requirements for queue customer care Manage the defined statement of work (SOW) and master services agreement Monitor reporting, productivity results and quality to ensure that the customer service level requirements are achieved or exceeded Perform as single point of contact for all of client’s operational questions Ensure customer needs are understood in accordance with the client’s service level agreements, quality standards and accepted policies and practices OTHER JOB FUNCTIONS Agent Development Ensure individual goal setting and plans are in place and that the team members are held accountable for them Communicate expectations, identify behaviours around expectations and provide feedback Implement performance management program, ensuring that all team members are clear on the expectations and accountable for individual performance Recognition Develop and execute recognition plans for the team members ensuring excellence in product delivery (quality and quantity), develop and administer succession plan among the team members Support Create a climate of mutual trust around leadership team and team members and assist team members to work effectively within existing constraints and policy requirements Encourage creativity, risk taking and learning Remove barriers to performance Job Qualification Minimum four-year college education in a related field; or four years related experience and/or training; or equivalent combination of education and experience Competency Requirements 3+ years airline, travel agency or airline-related business/management experience, preferably in a service or call center environment GDS Knowledge required; Worldspan or SABRE knowledge preferred Knowledge of forecasting, budgeting and staffing in a call center environment Strong familiarity with Microsoft Office applications, including Excel and strong typing skills Strong familiarity with the Internet; ability to navigate between multiple applications Effective written, verbal, and interpersonal communication skills   Industry Type ITES/BPO Required Experience 3-4 years Apply >>   Job Code : CR - PS 004 Job Title : Process Specialist   Job Description Daily communication with airlines' customers Client’s primary point person for resolving customer escalations and complex, in-depth PNR research and handling Primary trainer for agent team and/or Team Lead (when number of CSR’s <50) Coach agents for quality performance; proactively identify opportunities for up training and recurring training and develop strategies to deliver No responsibility for reporting or ‘people management’ Strive to meet and exceed quality and productivity performance targets Job Qualification Minimum four-year college education in a related field; or four years related experience and/or training; or equivalent combination of education and experience Competency Requirements 5+ years airline, travel agency or airline-related business/management experience, preferably in a service or call center environment GDS knowledge required; Worldspan and/or SABRE knowledge strongly preferred   Industry Type ITES/BPO Apply >>         Contact Details To apply for any of our current openings, please email at careers.sjo@motifinc.com, with the post specified in the subject line of the email. 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