Airline Specialist

Role Purpose

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

· Process refunds to passengers and answer general airline and reservation queries

· 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

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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)

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Graduate of a 4 year course

fresh graduate with or without call center experience

may have other experiences in other industries

· Undergraduate (must complete 2 years in college with no back subjects)

must have minimum of 6 months Call center experience

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Deliver NoPerformance 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