Customer Support Staff
Posted on :
12-06-2024
Employer Active
1 Vacancy
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Job Description
The Customer Support staff is a seasoned professional responsible for delivering
toptier customer service and providing expert support in bookings amendments
and airline scheduled changes. This role plays a crucial part in ensuring customer
satisfaction and resolving complex issues related to travel reservations.
Requirements
- Customer Support: Provide exceptional and expertlevel customer support addressing inquiries concerns and issues with a high degree of professionalism and expertise
- Bookings Amendments: Proficiently handle bookings amendments modifications and changes ensuring accuracy and compliance with airline policies and procedures.
- Airline Scheduled Changes: Expertly manage and navigate airline scheduled changes proactively notifying customers and offering suitable alternatives when necessary.
- Issue Resolution: Resolve complex customer issues related to bookings amendments and scheduled changes ensuring swift and effective problem resolution.
- Tier 2 Support: Serve as a Tier 2 support resource assisting Tier 1 agents with escalated customer inquiries and providing guidance and solutions.
- Quality Assurance: Maintain high standards of service quality adhering to company policies and ensuring that all interactions meet or exceed customer expectations.
- Product Knowledge: Stay updated on the latest travel products services and industry trends to provide customers with accurate and relevant information.
- Documentation: Maintain comprehensive records of customer interactions actions taken and resolutions achieved in the companys customer support systems.
- CrossFunctional Collaboration: Collaborate with other departments including reservations ticketing and operations to facilitate seamless customer experiences.
- Booking Conversion: Proactively follow up with clients who have pending payments in real time ensuring their bookings are successfully converted to tickets.
BSc/BA in business administration, sales, tourism or relevant field Proven working experience as a business development manager, sales executive or a relevant role Proven sales track record Experience in customer support is a plus Proficiency in MS Office and CRM software (e.g. Salesforce) Proficiency in English Market knowledge Communication and negotiation skills Ability to build rapport Time management and planning skills
Employment Type
Full Time
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