Airline Specialist

20 hours ago

Cebu City, Central Visayas, Philippines Wipro Full time ₱800,000 - ₱1,200,000 per year

Job description:

Airline Specialist

Role Purpose

Responsible for handling inbound and outbound calls from any part of the globe that the call originates from and Equipped to handle all general reservations and deal with changes to all reservations.

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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 skillsUnderstanding of job profile applied for Situation handling skills

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

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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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  • 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

No
Performance Parameter
Measure
1ProcessNo. 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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