BPO

  • Gurgaon View on Map
  • @GiftAbled posted 3 months ago
  • Posted : November 23, 2023 -Accepting applications
  • View(s) 40

Job Detail

  • Job ID 51353
  • D&I Classifications

  • D&I Classifications PWDs
  • PwDs BlindnessLow-visionLeprosy Cured personsLocomotor DisabilityDwarfismIntellectual DisabilityMental IllnessAutism Spectrum DisorderCerebral PalsyMuscular DystrophySpecific Learning DisabilitiesMultiple Sclerosis
  • Job Specifics

  • Experience 3 Years
  • Gender Any
  • Qualifications GraduatePost Graduate

Job Description

Must Haves:
– Excellent spoken and written communication skills travel-oriented
– 3-5 years of strong prior work experience in a travel-oriented contact-center environment
– Prudence in matters of customer/client interaction and ability to do root cause analysis
– GDS – Amadeus and Sabre

What you’ll do:

  • Lead the resolution of high-profile service issues and priority escalations from identified sources
  • Research, analyse and resolve customer issues accurately and quickly by using appropriate tools and resources to assess situations and create resolutions while maintaining ownership of the issue.
  • Research and analyse data from various sources and tools – especially GDS (Airline Computer Reservation Systems) to close customer and supplier issues
  • Assist in the development, testing, and communication of operational policies and procedures
  • Identify service problems and conduct root cause analysis whilst signposting possible solutions
  • Establish and maintain positive working relationships with agents, peers, management, corporate, network, co-workers, and partners.
  • Flexible approach to ensure established service levels are achieved at all times
  • Must maintain up-to-date Customer Support Agent skillset
  • Must have proficiency in payment processing and reconciliation systems and tools

Who you are:

  • Customer-centric attributes and traveler-focused with the ability to work effectively and professionally with both internal and external customers.
  • Ability to act on negotiating, instructing, persuading or speaking with others.
  • Advanced analysis skills to include skills in situational analysis and risk mitigation. Demonstrate strong research skills in all lines of business.
  • Ability to work in a high-stress environment; managing stress professionally and without disruption to the operation, employees, or customers.
  • Excellent interpersonal skills with the ability to positively influence others.
  • Strong organizational skills with the ability to effectively manage competing priorities.
  • Strong technical skills and computer knowledge, including all Microsoft Office programs, with a preference for extensive knowledge of Amadeus & Sabre
  • Thorough knowledge of travel industry procedures, policies and applications in APAC, EMEA, and the AMERS
  • Knowledge of case management software and tools
  • Excellent written and spoken English language skills
  • Ability to understand and empathise with customer issues, and provide accurate answers in response
  • Should be flexible with shifts and able to work in a 24*7 environment
  • GDS experience required with 3-5 years of prior contact-centre management experience

Required skills