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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PRINCIPAL RESPONSIBILITIES:

• Handle inbound and outbound calls from customers worldwide
• · Support all lines of business, including but not limited to reservations and loyalty membership
• · Provide service recovery when errors occur or escalate to a supervisor when required
• · Accurately document customer profiles and reservations
• · Handle customer complaints and aim to resolve issues on the first contact
• · Stay informed of and comply with all company policies and procedures, including Information Security

Management System requirements

· Keep company and customer information confidential and secure

· Maintain data privacy, confidentiality, and compliance with security and customer verification requirements

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• SKILLS REQUIRED:

   

  · Working knowledge of computers, MS office skills, Understanding of AI

  · 40 w.p.m typing skill with 90% accuracy

  · Good understanding of customer service and experience

  · Excellent spoken English and written communication skills.

  · No Regional Accent, Neutral Accent

  · Critical thinking and context understanding for complex scenarios

  · Good communication, articulation without literal translation

  · Correct construction of sentences

  · Excellent listening skills and learning skills

  · Team player

  · Clear understanding of job profile applied for

  · Ability to understand and apply airline policies, travel procedures, and customer service guidelines

  · Strong attention to detail when handling reservations, customer profiles, travel dates, and service

  requests

  · Ability to multitask across systems while maintaining professional customer interaction

  · Demonstrates empathy, patience, and ownership when handling complaints or service recovery

  situations

  · Strong problem-solving skills with the ability to make sound decisions in time-sensitive travel scenarios

  · Flexible to work rotational shifts, weekends, holidays, and peak travel periods as required

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

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CANDIDATE SPECIFICATIONS:

• Graduate of a four-year course Fresh graduates, without call center experience, must have CEFR C1 proficiency. Experience in other industries may also be considered.
•  Undergraduates must have completed at least two years of college with no back subjects. Candidates must have at least six months of voice call center experience and CEFR C1 proficiency. The six months of experience must be recent and cumulative. Call center experience older than one year or split into two- to three-month periods over two years will not be considered. 

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Deliver