Reservations Ticketing Agent

3 weeks ago


Chennai, India AlMaqam Full time

Job Overview:

We are looking for a talented Customer Service Agent to provide exceptional support to our customers. The ideal candidate will have a passion for delivering excellent service, strong communication skills, and the ability to resolve issues promptly and effectively.

 

Key Responsibilities:

  • Provide friendly and efficient customer service via phone, email, and live chat channels.
  • Respond to customer inquiries regarding flight bookings, hotel reservations, tour packages, and other travel-related services.
  • Handle customer complaints and concerns professionally and empathetically, aiming to resolve issues on the first contact.
  • Assist customers in navigating our website, completing bookings, and managing their reservations.
  • Escalate complex or unresolved issues to a senior customer service representative or manager as required.
  • Maintain accurate and up-to-date customer records and case notes in our CRM system.
  • Stay updated with product and policy changes to provide accurate and relevant information to customers.
  • Meet or exceed performance targets related to customer satisfaction, response time, and first contact resolution.
  • Participate in training sessions and coaching to continuously improve customer service skills.

 

Qualifications and Experience:

  • Bachelor's degree or equivalent work experience.
  • Minimum 3 years of experience in a customer service role.
  • Strong communication skills, with the ability to interact effectively and professionally with customers and colleagues.
  • Excellent problem-solving abilities, with a focus on resolving customer issues promptly and effectively.
  • Familiarity with GDS systems like Travelport, Amadeus, Sabre and other customer service tools and technologies.
  • Ability to multitask and prioritize competing demands in a fast-paced environment.
  • Flexibility to work various shifts, including evenings, weekends, and holidays.
  • Ability to work independently and collaboratively as part of a team.
  • Online understanding of B2B, B2C, corporate tools is a plus.




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