Job Description
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• Handle escalated customer complaints and service issues from frontline agents and clients.
• Investigate and resolve complex cases involving ticketing errors, refunds, rebookings, loyalty program disputes, and service failures.
• Liaise with internal departments (e.g., Reservations, Airport Services, Baggage Services, Loyalty) to coordinate resolution.
• Document case details, actions taken, and outcomes in the 1Point system and ARD tool.
• Ensure escalations are resolved within defined service level agreements (SLAs).
• Identify trends in escalations and recommend process or policy improvements.
• Maintain up-to-date knowledge of airline policies, procedures, and regulatory requirements (e.g., DOT, EU261)
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Technical Skills:
• Proficiency in 1Point system and ticketing systems (ARD)
• Strong understanding of airline operations, fare rules, and customer service workflows.
• Familiarity with complaint handling procedures and regulatory frameworks.
Soft Skills:
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution abilities.
• High level of empathy, patience, and professionalism.
• Ability to work under pressure and manage sensitive customer interactions.
• Detail-oriented with strong documentation and follow-up skills.
• Customer-focused mindset with a commitment to operational excellence.
• High level of urgency, attention to detail, and adaptability
May require rotating shifts, weekend, or holiday coverage.
• Must be able to handle confidential and sensitive information with discretion.
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.