Responsible for acting as a liaison between customers and companies. Assists with complaints, orders, errors, account questions, billing, cancellations, and other queries PRIMARY RESPONSIBILITIES
Resolve customer complaints via phone, email, mail, or social media.
Use telephones to reach out to customers and verify account information.
Greet customers warmly and ascertain problem or reason for calling.
Cancel or upgrade accounts.
Assist with placement of orders, refunds, or exchanges.
Advise on company information.
Take payment information and other pertinent information such as addresses and phone numbers.
Place or cancel orders.
Answer questions about warranties or terms of sale.
Act as the company gatekeeper.
Suggest solutions when a product malfunctions.
Handle product recalls.
Attempt to persuade customer to reconsider cancellation.
Inform customer of deals and promotions.
Sell products and services.
Utilize computer technology to handle high call volumes.
Work with customer service manager to ensure proper customer service is being delivered.
Close out or open call records.
Compile reports on overall customer satisfaction.
Read from scripts.
Handle changes in policies or renewals.

A travel agents role is to help people plan, choose and arrange their holiday. They will usually work to a budget, set out by whoever is planning the holiday. They also offer advice and opinions on where to go and local tourist attractions, events and customs.

Typical duties include:

promoting and marketing the business
dealing with customer queries and complaints
providing advice about visas or passports
recruiting, training and supervising staff
managing budgets
maintaining statistical and financial records
planning
selling holidays and insurance
meeting profit or sales targets
preparing promotional materials and displays
Typical employers of travel agents
Tour operators
Package holiday operators
Cruise lines
Independent travel agents
Most graduates enter the profession as junior counter staff (travel agency clerk/consultant), moving into managerial positions after having gained several years experience.

A small number of companies such as Thomas Cook and Thomson operate head office-based graduate training schemes. Vacancies are advertised in local and national newspapers, and trade publications including Travel Trade Gazette and Travel Weekly as well as their online equivalents. Networking and speculative applications are advisable.

Qualifications and training required
A degree in any subject is acceptable, although travel, tourism, languages, leisure, business studies or management degree holders may be at an advantage.

A travel training company qualification or relevant travel agency, retail or sales work experience can also be helpful.

Key skills for travel agents
Commercially aware
Good interpersonal skills
Numerical ability
Verbal communication skills
Fluency in foreign (particularly European) languages and personal travel experience are also highly valued

submission officer (S.O.) in the visa processing section