Reservations Agent

Job summary

The Reservations Agent is responsible for managing and processing reservation requests accurately while providing exceptional customer service. They will serve as a primary point of contact to assist customers with bookings, inquiries, and issue resolution.

Job details

At PAL Airlines, we are dedicated to providing our customers with a reliable on-time performance, memorable travel experiences, and outstanding customer service. Our success is due to our people and we’re looking for more great people to join our team. If you enjoy working in a fast-paced environment, have a love of travel, take pride and ownership in what you do and have exceptional customer service skills, then you’re the person we are looking for! PAL Airlines is currently seeking a Full-Time Permanent Reservations Agent to join our team in St. John's, NL. About the Role: As a Reservations Agent based in Canada, you will play a critical role in delivering exceptional customer service by managing and processing reservation requests efficiently and accurately. Your primary objective will be to assist customers in booking accommodations, transportation, or other services, ensuring their needs and preferences are met with professionalism and care. You will serve as a key point of contact, providing detailed information about availability, pricing, and policies while resolving any inquiries or issues that arise during the booking process. This role requires strong communication skills and attention to detail to maintain accurate records and support seamless transactions. Ultimately, your efforts will contribute to enhancing customer satisfaction and fostering repeat business for the organization. Duties & Responsibilities: * Respond promptly and courteously to customer inquiries via phone, email, or online chat regarding reservations and availability. * Process new reservations, modifications, and cancellations accurately using the company’s booking system. * Provide detailed information about products, services, pricing, and policies to assist customers in making informed decisions. * Coordinate with other departments such as front desk, housekeeping, or transportation to ensure smooth service delivery. * Maintain up-to-date knowledge of promotions, packages, and seasonal offers to maximize sales opportunities. * Resolve customer complaints or issues efficiently, escalating complex cases to supervisors when necessary. * Document all interactions and transactions thoroughly to ensure accurate records and reporting. Qualifications: * High school diploma or equivalent. * Proven experience in a customer service or reservations role, preferably within the hospitality or travel industry. * Proficiency in using reservation and booking software. * Excellent verbal and written communication skills in English. * Ability to multitask and manage time effectively in a fast-paced environment. What we offer: * Travel privileges with PAL and its network * Comprehensive health benefits including medical, dental, vision, and life insurance * Defined Contribution Pension Plan * Employee Stock Purchase Plan * Employee Tuition Assistance Program * Employee and Family Assistance Programs PAL Airlines is committed to fostering an inclusive work environment that celebrates and encourages diversity, equity, and inclusion whereby individuals are recognized, supported, and respected. Candidates of all backgrounds are encouraged to apply. Only those candidates selected for an interview will be contacted. Thank you. #PALAirlines

What you’ll do

The Reservations Agent is responsible for managing and processing reservation requests accurately while providing exceptional customer service. They will serve as a primary point of contact to assist customers with bookings, inquiries, and issue resolution.

Requirements

Candidates must have a high school diploma or equivalent and proven experience in a customer service or reservations role. Proficiency in booking software and strong verbal and written communication skills are required.

Benefits

• Travel privileges
• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Defined Contribution Pension Plan
• Employee Stock Purchase Plan
• Employee Tuition Assistance Program
• Employee and Family Assistance Programs

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Problem solving · Preferred
• Attention to detail · Preferred
• Communication · Preferred
• Multitasking · Preferred
• Data entry · Preferred
• Conflict Resolution · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Reservation management
• Communication
• Attention to detail
• Multitasking
• Time management
• Booking software
• Problem solving
• Data entry
• Conflict resolution
• Workplace Inclusivity
• Professionalism
• Housekeeping
• Customer Service
• English Language
• Sales
• On-Time Performance
• Time Management
• Reservations
• Customer Inquiries
• Customer Complaint Resolution
• Detail Oriented

Job areas

• Customer Service & Support
• Transportation
• Hospitality
• Administrative
• Reservations Agent
• Reservation / Ticket Agent
• Travel Consultants and Clerks
• Reservation and Transportation Ticket Agents and Travel Clerks

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