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

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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 skill

Leadership skills (not a critical parameter but would be an add-on)

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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

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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