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Customer Service Executive

Job Description

Candidate should be willing to work from office 100% of the time. Remote connectivity is not allowed as per client requirement. Ensure candidate is aware and willing to work in 24*7 coverage with flexibility of rotational shifts and split week offs. Typing Speed of 40wpm with 95% of accuracy.

Ensure expectation is set with the candidates for the shared profiles, they will receive interview call/s between 9AM – 9PM. Interview/s will be conducted telephonic and VC, via MS teams or WebEx

Roles & Responsibilities:

  • Excellent dynamic and engaging written communication style.
  • Ability to use questioning skills to easily explore customer needs and concerns. Must have the ability to communicate online in a conversational manner that promotes dialogue and establishes rapport. Must avoid poor grammar, misstatements, or lengthy explanation.
  • Proven ability to communicate articulately and credibly.
  • Update customer onboarding progress with respective to reservations and provide reference of relevant tickets in Airline industry.
  • Demonstrated ability to achieve Sales/Service goals, promote ticket sales/ Quote fares/Recalculate fares and re-issue tickets
  • Have an eye for detail to follow standard instruction and keep up pace with the new updates.
  • Ability to achieve excellence in daily deliverables.
  • Excellent front line for customer service, responsible for assisting passengers with travel needs.
  • Ability to investigate and analyze issues raised to provide a resolution and assist passengers requiring special assistance.
  • Assisted customers with flight scheduling, seat assignments, baggage checking, visa and travel documentation.
  • Utilize effective communication and customer service skills to address baggage incidents and produce positive outcomes for dissatisfied passengers.

Desired / Preferred Skills

  • Candidate with background of Airline/travel customer service industry will be preferred.
  • Excellent written communications skills.
  • Strong sales and interpersonal skills.
  • Ability to probe questions and paraphrase through the messaging platform.
  • Good reading and comprehension skills.
  • Ability of problem-solutions and decision-making skills
  • Appropriate grammar, punctuation, capitalization, and spelling
  • Experience in Months 12 - 48 months