Shshshree HR Solution
Location
Mumbai | India
Job description
Designation - CX Agent
Joh Requirement
Experience in B2B (Agency or Corporate) client management.
Should ioe an excellent team worker with good communication skills.
Need to have effective Telephone and Email etiquettes.
Need to be a auick learner around the functionality of the product and be able to use different trouioleshootinq techniques.
Need to have excellent understanding knowledge of Travel Technology (computer reservations systems (CRS), GDS systems and e-travel), Amadeus and Galileo.
Need to be proficient in Enqlish & Hindi, knowledqe of additional languages is an advantage.
Need to have exemplary customer service skills with an ability to present, persuade and communicate
effectively.
Having knowledge aioout Visa, Train /Bus Cafs , Packaqes will ioe an additional advantage.
Should have knowledge about TC areas , Airiline code , City code , Type of fares. Having timely travel restriction knowledge would ioe an advantaqe.
IATA certification will be an added advantaqe
Ready fo work in shifts.
Maintain relationships w'/fh clients Dv providing support, Information and guidance.
Joh Responsibility
Responsible for inbound and outioound calls and assisting quests with their queries within the defiened
TAT.
Responsible for responding to guest emails and feedback as per the agreed TATs.
Res onsible to execute clearin of the backend ueues for manual rocessin failure handlin etc.
Res onsible to maintain a ood relationshi with our fre uent hookers Passen ers and Travel co- ordinator teams.
Res onsible to Adhere to set SLAs 100% of the times.
Res onsible to escalate the call in a timel manner to ensure the customer is bein heard at all levels.
Res onsible fo su ort do fo do ueries Res onsible for timel ticket cancellation / Reissuance/ lssunace. with the hi hest level of customer service via tele hone and email.
Res onsiiole to ensure hi hest level of Tele hone and Email Eti uettes.
Res onsible fo co-creole rocess uidance fo the team LeocYers.
date re orts on do basis for the team leader/ mana
Res onsible for identifvin areas of o ortunit for automat on and coord nat with our team
leader to ensure it is documenfecY and sent out fo the Cleartri learn for execution.
Res onsible for workin closel with internal teams and de ortmenfs fo resolve customer issues as er
the defined TAT.
Res ons/D/e to assist team leaders / mana er's w'/fh develo ment rocess inn rovement an
/emenfot/on of effective methods to inn rove the ual and efficienc levels of the team / rocess.
Res onsible for identifvin c/lents needs and su estin suitable travel o ons
Min Oualification
Graduate or Diploma in Travel & Tourism or lATA certfied.
Industry Experience
Travel Industry (0 TAs, B2B Consolidator, Airlines, Travel Agency, Corporate Travel Desk)
Job tags
Salary
