Agent Reservations FT
West Corporation
Makati City, Philippines, Philippines
38d ago

Responsible for :

  • Scheduling conference calls to meet the customers’ needs
  • Schedule calls incoming from the telephone, e-mail or fax
  • Interpret the customer’s needs while providing additional services if needed
  • Build and maintain a successful relationship with all customers internal and external
  • Assist the customer by answering basic customer questions regarding products and processes while escalating issues if it can’t be resolved at the employees level
  • Stay up-to-date on the customer base and develop and maintain knowledge of company product and portfolio

    Reservations Function

    Take incoming reservation for conferencing events from assigned customers while providing outstanding customer service and adhering to corporate and departmental policies and procedures.


  • High school diploma or GED required
  • Additional education may be required based on individual projects and / or location
  • Experience

  • Minimum 6 months customer services experience required
  • Other

  • Basic Knowledge of MS Word, and Excel required
  • Knowledge of computer keyboard and mouse
  • Based on Project and / or Location of Project the following may be required :

  • Demonstrated fluency in English and / or other specified language (e.g., Spanish, French, etc.) depending on the position
  • Ability to pass standardized interview
  • Score acceptably on job related testing assessments
  • Ability to work flexible schedules
  • Ability to clearly communicate using a clear, distinct voice
  • Ability to read scripted presentations verbatim or paraphrasing and customizing the presentations in order to meet client requirements and bring customer issue to resolution

    Problem Solving and Decision Making

  • Identifies and analyzes problems and finds solutions to them. Isolates problem areas and uses appropriate techniques to solve them
  • Is able to handle customer concerns with minimal assistance
  • Is able to escalate problems to supervisors and managers appropriately
  • Possesses good business sense and judgment to be able to resolve customer concerns on the spot
  • Always follows up as necessary and keeps the customer informed of the situation
  • Attention to Detail & Multi-Tasking

  • Has the ability to quickly and accurately scan for errors
  • Relates to visual, numerical, and verbal data
  • Also relates to generating and transmitting error-free products and work
  • Is capable of devoting optimal attention to a task or project to ensure it is completed to the highest quality standards
  • Is able to simultaneously manage several tasks / activities efficiently and effectively, using available resources and time constraints, and to achieve objectives in a timely, cost-
  • effective manner with the highest-quality delivery possible

    Planning & Organizing Work

  • Ability to schedule resources and one's own time in order to accomplish a goal; can include both short and long term schedules
  • Organizes work tasks to maximize quality and completeness
  • Basic Computer Knowledge & Orientation Toward Technology

  • Possesses basic computer knowledge and technological skills, including the ability to use search tools, browsers, and email programs
  • Also expresses an interest in and willingness to learn new technology
  • Basic and Applied Mathematical Skills

  • Possesses the ability to add, subtract, multiply, and divide, in support of work activities
  • Willing to Learn
  • Rapidly absorbs new information. Learns, remembers and applies new techniques or procedures
  • Is curious to learn new things and ways of doing the job
  • Delights in sharing best practices with others
  • Communication Skills

  • Communicates in a clear and convincing manner using oral and written forms
  • Is able to read, interpret, and apply written directions and guidelines
  • Listens attentively and ensures understanding of what is being said
  • Customer Service Orientation

  • Welcomes and acknowledges each customer with a sense of urgency and provides the customer with their full attention
  • Engages customers to identify their needs, address their issues, meet their expectations, and ensure their satisfaction
  • Always tries to help and assist the customer in a polite, respectful, and friendly manner
  • Challenges oneself to find new and innovative ways to enhance the customer experience
  • Acts as a trusted advisor to customers by offering products and services that truly meet their identified needs
  • Understanding and Negotiating with Others

  • Identifies with and understands the feelings, thoughts, and attitudes of customers and co-workers
  • Treats others with dignity and respect
  • Keeps the customer's or clients best interest at the heart of all decisions
  • Effectively works with customers and co-workers alike to produce agreement on a course of action or on outcomes that satisfy various interests
  • Understands the other party's motives and tactics and strives to achieve a positive result for all parties involved
  • Is able to substantially influence the thoughts and actions of others
  • Consistently convinces others to embrace a particular position or viewpoint, and / or to take a specific course of action
  • Openness to Feedback and Adaptability

  • Is always open to providing and receiving constructive feedback to / from others
  • Demonstrates the capacity to readily change actions, opinions or behavior based upon feedback from teammates and leaders
  • Is able to successfully adjust / adapt his / her approach when faced with multiple demands, shifting priorities, or rapid change;
  • Personal Stability

  • Remains controlled in the face of pressure, complaints or failure; has the ability to think rationally and logically despite considerable pressures
  • Copes well with setbacks
  • Is thick-skinned when dealing with irritable customers or co-workers
  • Integrity and Adherence to Policies and Procedures

  • Is a trusted associate with confidential information, goods, and products
  • Models the appropriate behaviors for others in the organization
  • Keeps confidences, admits mistakes, and does not misrepresent him / herself for personal gain
  • Can monitor self-activities and will do what was promised
  • Will admit mistakes
  • Always follows procedures and appropriate policies to minimize risks
  • Conscientious & Dependable

  • Is committed to achieving and maintaining high work standards
  • Takes personal pride in the quality and output of work
  • Looks for ways to improve existing work processes
  • Is responsible and reliable
  • Shows up to work on time and when required
  • Is available to work when needed and rarely misses scheduled work time
  • Technical

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