About the role
As a Guest Delight Associate at Atlys, you'll be the first point of contact for travellers, providing outstanding support through phone, chat, and email. You'll help simplify the visa application journey by resolving queries, ensuring a seamless and satisfying customer experience. You are a right fit if you're passionate about helping people and thrive in a fast-paced, customer-focused environment. You're empathetic, detail-oriented, and committed to providing the best possible service.
Responsibilities:
- Delivering timely and professional support across multiple channels (calls, chat, email).
- Resolving visa-related concerns and inquiries with empathy and accuracy.
- Gaining and applying in-depth knowledge of Atlys' visa products and services.
- Collaborating with internal teams to address and close customer issues quickly.
- Documenting every interaction in our CRM system to maintain clear and accurate records.
- Following up with customers to ensure their concerns are fully resolved.
- Identifying gaps or inefficiencies in current processes and suggesting improvements.
- Staying current on visa regulations, travel policies, and Atlys product updates.
- Using customer support tools effectively to optimize service quality and response time.
Requirements:
- Experience: At least 6 months in a customer calling or chat role.
- Work Schedule: Willingness to work 6 days a week with rotational shifts and rotational weekly offs.
- Communication Skills: Fluent in English, with strong verbal and written communication.
- Problem-Solving Ability: A proactive and calm approach to resolving customer issues.
- Customer-Centric Attitude: High ownership, patience, and professionalism in every interaction.
- Tech Savviness: Comfort using CRMs and support tools for efficiency.
- Shift Flexibility: Rotational 9-hour shifts with a 1-hour break.
- Attention to Detail: Excellent documentation and organizational skills.
- Supportive Nature: Confidence and clarity when guiding customers through their visa process.