Premier Helpdesk Analyst - French

Job Description

What does a great Premier Helpdesk Analyst do?

• Provide Helpdesk support of the full Travelport product range on both functional as well as technical issues.

• Manage incidents from our omni-channel offerings that include but are not limited to; Phone, Web Submit, Chat and Email.

• Identify and correctly troubleshoot all problems reported to minimize impact to customers.

• Resolve problems reported by customers locally or refer to correct service provider for rapid resolution within the Travelport escalation procedures.

• Adhere to resolution/escalation times to minimize the impact to our customers and continually strive for improved performance.

• Continuously increase Travelport application knowledge to rapidly identify and resolve problems reported.

• Report problems via our Incident Management System. Monitor and track these incidents through to valid updates/resolution.

• Assist with identifying trends that can be used to increase customer satisfaction.

• Ownership and commitment to problem resolution for Premier Customers.

• Ensure all calls/incidents are handled promptly, courteously, and accurately and within Travelport Policy.

• Provide coherent and intelligent problem descriptions to enable the incident to be referred to outside suppliers or other teams without further reference.

• Promote Travelport self-service options to customers including MyTravelport.

Key Performance Indicators:

Individual
• Availability to handle inbound support requests (Shift adherence 95%)

• Customer Satisfaction Survey Scores (9.1 or higher)

• All cases are handled within the published timeframe (Various KPIs)

• On Queue performance (70% of your day on queue)

• Mistaken Escalation Rate (Less than 2%)

• Quality Audit score (Above 85%)

• Average Handle Times of cases, calls and chats (Individual targets)

• Feedback forms received (Less than 2% of total cases handled)

Team

Service Level (80% of calls answered in 20 seconds)

Inbound Abandonment Rate (95% of calls offered to be answered)
What we look for/who would prosper in this role?

• At least 1 year experience within a Travel Agent, Airline or other GDS preferred, will consider other roles from within the Travel industry

• Extensive GDS Knowledge - Galileo preferred but will consider other GDS

• Ability to develop strong customer relationships through a collaborative, consultative, reliable, and empathetic approach.

• Advanced troubleshooting skills or the ability to acquire them quickly

• Strong team player.

• Positive and "can do" attitude

• Organised and able to work independently and unsupervised

• Commitment to follow publish processes and procedures

• Feedback forms received (Less than 2% of total cases handled)

Our ambition is to hire for potential not just experience, and you're likely to succeed if you:

Are always ready to give it your all and deliver high quality work
Are excited to use your creativity and innovative thinking to try new things
Take responsibility and own your work
Are courageous and ambitious to challenge what's been done before
Have a great command of the English & French.
These are just a few of our employee's favourite benefits/perks...

Interested? We'd love for you to get in touch!*

*Please note that if your application is progressed, you may be asked to complete a self-recorded video interview, at a time that works best for you. This is your chance to bring your skills & experience to life in your own words and style. Ensure you keep an eye on your junk folder just in case our invitation finds its way there.

We are an equal opportunities employer and will consider all qualified applicants purely on their skills and abilities. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation, if needed.