Airline Specialist

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

Principal 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
• 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

Skills Required:

• 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)

Candidate Specifications:

• At least Senior High School Graduate OR completed at least 2 years in college (with no back subjects) OR a College Graduate
• With at least 6 months of call center experience
• Experience in similar role may be required in specific programs with varying years of experience

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