Delta Airlines Job Openings – Global Sales Support

Job Description:

Global Sales Support (GSS) is looking for new Associates who are fluent in Spanish and/or Portuguese to support Delta’s top B2B customers. GSS Associates are a fundamental part of Delta’s Sales model and strengthen the overall B2B relationship by building and maintaining strong customer relationships. Associates provide high value, differentiated customer service to Delta and Air France/KLM (JV) Global Corporate and Agency accounts via phone, email, and chat in a contact center environment. Associates are responsible for resolving complex travel agency ticketing issues, interpreting and verifying unique fare and ticketing rules for multiple airline partners, resolving travel-related issues from pre- to post-travel, providing program information, and researching and resolving service failures. In addition, Associates attend joint sales calls/customer events and support new sales programs, products, and services to help solidify Delta’s and the JV’s position in the marketplace. This position can be in Fort Lauderdale, Minneapolis/St. Paul, or Atlanta.

Job Responsibilities:

• Practices safety-conscious behaviors in all operational processes and procedures
• Available to work extended hours beyond normal assigned hours as operationally required
• Uses analytical reasoning and knowledge of sales guidelines, account value and customer benefits to independently respond to Global Sales B2B customer requests for travel-related inquiries such as flight availability, schedule changes, ticketing changes, large scale service disruptions, service failures, etc.
• Consults with travel agents to troubleshoot global ticketing issues and direct them to the appropriate resources (GDS provider, ARC/IATA, other airlines, etc.)
• Consults travel agency partners to help them understand Delta and global partners’ policies, products, ticketing fare rules and penalties, and online agency resources
• Demonstrates proficiency of core Delta and industry business principles, processes and upholds Delta’s Rules of the Road standards
• Distinguishes customer segments such as agency, corporate or industry-specific verticals, and applies appropriate solutions (customer benefits vary by geographical region and point of sale)
• Evaluates B2B customer requests and determines appropriate solutions to resolve issues efficiently and effectively at first point of contact (i.e. business exceptions/waivers; inventory access; airline fares; seat selection; refund requests; etc.)
• Collaborates across internal business partners (i.e. airport, reservations, RM, etc.) to resolve customer issues, oftentimes requiring research and follow-up over multiple days and time zones

Job Requirements:

• Excellent reliability, time management and organizational skills required to be successful
• In addition to fluent English, verbal and written proficiency in Spanish and/or Portuguese are required (Trilingual preferred)
• Constant access to a virtual/home-based office suitable for conducting business over a phone
• Must be willing and able to travel occasionally
• Demonstrates clear and courteous verbal and written communication skills and appropriate use of grammar, spelling and business terminology
• Must possess ability to quickly acquire expertise in airline ticketing processes and systems as well as to interpret and apply fare rules for Delta and global partners
• Knowledge of airline pricing, ticketing and distribution systems is preferred
• Works well in a fast-paced environment where efficiency and customer service must be balanced
• Possesses business maturity to independently manage through ambiguous situations and scenarios
• Willingness to work overnight, holidays and weekend rotating schedules to support a global operation

Job Details:

Company:  Delta Air Lines

Vacancy Type:  Full Time

Job Location: Sarasota, FL, US

Application Deadline: N/A

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