Handle mileage plus reservations and queries
Able to make a service recovery in the event the agent understands that he has made a mistake or an error or get the same done through his supervisor
Ensure accurate documentation of customer profiles/reservations
Handle customer complaints and provide first time resolution
Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
Keep all company information which includes customer information confidential and secured
Senior High School graduate OR Completed at least 4 semesters in 1 course in college with no back subjects OR College Graduate (4 year course)
With at least 18 months call center experience in any of these VOICE accounts – TELCO, TRAVEL or TSR
Working knowledge of PCs e.g. MS Office
Reasonable keyboard skills
Generic understanding of customer service
Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction
Excellent spoken English and reasonably good written communication skills.
No Regional Accent, Neutral Accent
Ability to verbalize thoughts
Correct construction of sentences
Grammatically correct English
Good grasping power
Excellent listening skills
Should have patience and not be overawed by difficult situations
Team player
Reasonable analytical skills
Understanding of job profile applied for
Situation handling skills
Leadership skills (not a critical parameter but would be an add-on)
Customer Service( Reservation)