Responsible for handling inbound and outbound calls from any part of the globe that the call originates from
Equipped to handle all general reservations and deal with changes to all reservations/tickets
Provide refunds to passengers and answer general airline and reservation queries
Handle Frequent Flyer program general 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
Timely follow up on any commitments made to the customer
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
Grads/undergrads with 2 years completion in college and able to produce TOR.
SHS Graduate for new curriculum
Flexible to work in a 24X7 environment
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)