Job Description
Summary of Position
The Online Support Advisor will support implementation and ongoing support of our customers use of an online booking tool. The ability to take the technical and make it easy to understand for our corporate clients and account managers of how to efficiently deploy and use the system. This team provides a high level of customer service to our clients and staff in our product suite of several online tools.
Schedule / Shift
Monday-Friday / 8a-5p CT
Responsibilities and Duties
- Assist corporate clients with 1st level support questions, supporting password resets and how to find the flights, hotels, and cars the clients want to book using our preferred online booking tool.
- Prepares for customer inquiries by studying products, services, and customer service processes.
- Responds to customer inquiries by understanding inquiry, reviewing previous inquiries and responses, gathering, and researching information, assembling, and forwarding information, verifying customers understanding of information and answer.
- Records customer inquiries by documenting inquiry and response in customer service log.
- Escalation of inquiries to Online Advance Services as applicable
- Monitors inquiries and new account profiles for trends, process improvement, implement change.
- Other duties as assigned.
Leadership Responsibilities
This position does not have direct reports
Required of all CTM Positions
- Embrace CTM’s core values of Connect, Evolve and Deliver.
- Professional, collaborative and supportive interaction with employees, clients, suppliers and vendors.
- Ability to work independently as well as part of a team.
- Appropriate and professional written and verbal communication.
- Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests.
- Creative and analytical thinking with strong problem-solving and consultative skills.
- Demonstrates calm under pressure – is a proactive contributor and eager to learn.
- Proficiency in Microsoft Office Suite.
- Ability to do basic math.
- Ability to read and interpret information.
- Attention to detail.
- Regular and reliable attendance.
Education and Experience
- Multi-GDS knowledge (Both Sabre and Apollo) preferred.
- 2+ years of travel industry experiences
- Experience with Service Desk software system.
- Experience on the following online booking tools (Concur Travel, GetThere, Certify and Deem)
Knowledge, Skills, and Abilities
- Understand consultant processes for booking travel and using technology effectively.
- Experience on the following online booking tools (Concur Travel, GetThere, Certify and Deem).
- Exceptional customer service skills.
- Proficient using Microsoft Office (Word, Excel, Outlook, Teams, PowerPoint).
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills
- Exceptional interpersonal skills, with experience working in a team environment and communicating with senior managers and executives.
- Candidate should be a self-starter with demonstrated strengths managing multiple simultaneous projects.
EEO Statement
CTM NA is an equal opportunity employer and is committed to fostering a diverse, equitable, and inclusive workforce. All qualified applicants applying for job openings posted in the U.S. will receive consideration for employment without regard to, and will not be discriminated against on the basis of, race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, marital status, or any other characteristic or status protected by applicable law.
If you are a qualified individual with a disability or a disabled veteran and would like to request an accommodation in order to apply for a position, you may contact us. We will make every effort to respond to your request for assistance as soon as possible. Please provide a preferred contact method for response via email or phone.
Flexible work arrangements are available. Depending on role, location, and business needs, colleagues may work onsite, hybrid (combination of in-office and virtual) or fully virtual.
Check and view EEO and Other Legal Notices.
Pay Range
USD $40,000.00 - USD $60,000.00 /Yr.