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

• 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

About Wipro

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.