Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

Q͏ualifications

• 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

R͏oles and Responsibilities

• 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

͏Mandatory Skills

• 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

͏

Deliver

		**No Performance Parameter Measure**

		1
		Process
		No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

		2
		Self- Management
		Productivity, efficiency, absenteeism, Training Hours, No of technical training completed