Airline Specialist

Job description:

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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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

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• 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 skill

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

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks
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Deliver

NoPerformance ParameterMeasure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

 

 

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.

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