Job Description

• 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

͏Principal Responsibilities

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 experienc

• Senior High School Graduate and must have minimum of 6 months Call center experience

• Excellent English communication skills (verbal and written)

• Excellent written and verbal communication skills

• Maintains an upbeat, positive and motivated demeanor

• Able to read/write/speak the English language

• Ability to build rapport and overcome objections.

• Proficient in basic PC knowledge

• Proficient in Microsoft Office

• Must be flexible to work nights, weekends and select holidays outside of your scheduled shift