Airline Specialist

Airline Specialist

Roles 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

• 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

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)

Qualifications

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

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