Position Summary:
The role of a Customer Relations Agent is to field incoming complaints, inquiries and praises from our customers. Reporting to the Customer Relations Supervisor, the Customer Relations Agent acts as a Viking brand ambassador, responsible for rebuilding trust and strengthening Viking’s relationship with the customer while protecting the company brand. As the majority of cases are complaints, the Agent’s role is to reinforce a customer-centric attitude using strong conflict resolution, negotiation and mediation skills with excellent verbal and written communication to provide exceptional customer care. As a brand ambassador, an Agent must have the ability to manage and diffuse escalated calls with sensitivity and empathy. Agents need to be flexible with strong time management skills to balance call volume, assigned cases and other department projects. The ability to work within the dynamics of a team, be receptive to feedback and communicate with management is essential to the success of the position.
Job Responsibilities:
- Protect and promote the company brand by building and maintaining strong customer relationships.
- Communicate with guests by phone, email, and letter.
- Accept, research, and resolve customer complaints, inquiries, and special requests within department deadlines.
- Maintain accurate information within the company CRM.
- Promote a friendly and collaborative business relationship with teammates and other interdepartmental teams.
- Maintain a position of trust and responsibility by keeping customer information and interactions confidential.
- Real- time communication of trends, high risk, and sensitive situations to management.
Knowledge/Skill Requirements:
- Exceptional customer service skills with genuine desire to assist guests, teams and colleagues.
- Possesses strong communication skills, eagerness to collaborate, share and assist.
- Works independently without requiring follow-up.
- Computer skills and familiarity with PowerPoint, Excel, Word, MS Outlook, MS CRM Dynamics
- Professional phone etiquette, business communication, negotiation and mediation skills.
- Ability to solve practical problems and deal with a variety of variables in situations with inconsistent information, and willing to do what is needed to complete a task.
- Research and analytical skills for collecting and evaluating information and data.
- Bachelor’s degree or 5+ years dispute resolution/mediation/negotiation experience desired.