Guest Experience Agent

Role Overview

Guest Experience Agent at BEOND, the world's first premium leisure airline, based in the Contact Centre. You will be the voice of the brand, providing exceptional service and support to guests globally.

Role Purpose

Interact with guests from around the world to assist with travel plans, address concerns, and resolve issues while ensuring every interaction aligns with BEOND's commitment to delivering a luxurious travel experience.

Key Responsibilities

Guest Inquiries & Communication

• Handle incoming guest inquiries via phone, email, and live chat professionally and efficiently.
• Provide accurate information regarding flight schedules, bookings, and services offered by BEOND.
• Interact with guests from around the globe with empathy and effective communication.

Reservations & Travel Support

• Assist guests with changes to their reservations and travel itineraries.
• Support guests with their travel plans and address any concerns they may have.

Issue Resolution & Service Quality

• Address complaints and resolve issues promptly while maintaining a high level of customer service.
• Document guest interactions and feedback to improve service quality.
• Apply strong problem-solving skills and a proactive approach to guest service.

Cross-departmental Collaboration

• Collaborate with other departments to ensure smooth operations and enhance guest experience.

Qualifications & Experience

• High school diploma or equivalent; a degree in hospitality or related field is a plus.
• Previous experience in customer service or contact centre environments is mandatory.
• Prior experience as a travel consultant is an advantage.

Skills & Competencies

• Excellent communication skills, both verbal and written, with a strong command of English.
• Fluency in Arabic, Russian, or French is preferred.
• Proficiency in using computer systems and customer relationship management (CRM) software.
• Ability to handle multiple tasks, prioritize effectively, and work in a fast-paced environment.

Additional Information

• Availability to work flexible hours, including nights, weekends, and holidays.