Job Description:

• Following prescribed Client processes, Cancellation, Schedule change, Name change, Luggage – EMD and Seats.
• Updating all relevant systems providing appropriate notes when required.
• Queue placements of BID/Bookings to relevant data queues for further action.
• Engage with Team Leads, Trainings and QA to develop skills, understand and deliver team goals.
• Liase with all relevant departments to resolve customer issue.
• Monitor and action assigned queue
• Perform all duties within team and personal targets

Job Responsibilities:

• To process training & complete certification as per client specification
• Utilise skills and knowledge to respond to all calls received & ensure one time call resolution and respond to emails
• To provide excellent customer service to the customers & Travel Agents
• Adhere to standard operating procedures as set by the process
• Attend briefings, training / refresher sessions & meetings as required
• Knowledge Assessment Tests to be cleared with a score of 90%
• Maintain accuracy of information shared and documented
• Manage difficult/conflict situations in a confident and professional manner and resolve to satisfy all parties / Tactful objection handling
• Meet set targets.
• Minimise losses to the Company through due diligence.