Job Details
These team members respond to questions regarding the online booking process, as well as Viking policies and airline services. They may be required to search and book (or change) flights using Sabre or My Viking Journey, while building guest confidence, and generating excitement for the guest’s vacation plans with Viking. To deliver this service, the Customer Service Specialist must quickly learn and accurately employ new technical and procedural information on an ongoing basis.
Job Responsibilities
• Primarily answer inbound calls, and as needed generated outbound calls to guests, travel agents, and colleagues
o Communicate with callers using in a professional friendly manner
o Address technical and procedural questions about booking air with Viking
• Book and service airline reservations using MVJ and Sabre
o Quote and book Viking’s special negotiated air fares, while explaining airline and Viking processes and requirements
o Using active listening, problem solving, and critical thinking skills the APA will proactively offer relevant options for the guest while efficiently and personably guiding them through the call.
o Proactively update guests of airline changes by managing notifications and emailing air itinerary updates
• Navigate various air tools including the cruise reservation system, Sabre (airline system), airline web resources, SharePoint, CRM, and internal reporting
• Expertly employ resources and skills to prevent and manage escalations
o Use active listening and skilled probing skills to truly understand guest
o Leverage technical, procedural, and industry knowledge to guide the guest to mutually beneficial solutions
o Ensure that every call end with the guest feeling more confident and excited about their holiday plans
• Support department-wide initiatives as needed
o Irregular operations for weather, geopolitical, airline, and technical impacts to the guests’ journey
o Processing and notifying guests of airline schedule changes
o Booking or re-booking guest airline reservations for improved quality, airline contract changes, or changes to the cruise itinerary
o Provide management with feedback on guest sentiment, process improvement suggestions and industry insights
Requirements:
• Intermediate to advanced knowledge of Sabre (or other GDS) including ability to book, ticket, refund, price, and assign seats
• Basic proficiency on MS Office products (Word, Excel, Outlook, PowerPoint, Teams)
• Advanced knowledge of geography
• Superior customer service and communication skills
• High school diploma required. Bachelor’s degree a plus
• Availability to work variable shifts, including evenings and weekends (pre-scheduled)
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