Customer Support Executive- Ticketing

5 months ago

Salt Lake Kolkata West Bengal, India HAHALOLO SOCIAL NETWORK & TRAVEL INC Full time

**Job description**
- **Responsible for Client/Customer support on Issuing tickets and hotel booking for B2C.**:

- **To confirm waitlisted seats by monitoring flights and liaising with the airlines.**:

- **To monitor and manage GDS queues as individual queues to keep a tab on pnrs with Schedule change or cancelled message from the airline.**:

- **To do the invoicing on time for each ticket issued immediately and ensure that the payment has been collected for the same.**:

- **To ensure and check the possibility of Up sell or better ticketing and Hotel booking option or possibility of reselling in lower class for profits before issuance.**:

- **To provide excellent support to the In-house and US, EU, Canada & Asian countries Reservation team for queries related to Fare,ticketing, Fare rules, cancellations rule etc.**:

- **To ensure 100% quality checks are done before tickets are issued to ensure there is no error resulting in loss to the company.**:

- **To upload Non GDS tickets onto Quad labs by manually creating the booking card.**:

- **To report to the operation manager on any tickets which are to be issued without Quad labs booking card or incorrect booking card created with LOSS or less profit margins etc.**:

- **To complete the dispatching of tickets after completing the invoicing.**:

- **To liaise the Airline on any special request like extra seats, meal request etc.**:

- **Ensure no Queries are left unattended and should not exceed 12 hrs.**:

- **Support clients across Telecommunication/E- mail/Chat, Meet client requirements through first contact resolution.**:

- **Clarify client requirements; probe for and confirm understanding of requirements or problems.**:

- **Greet clients in a courteous, friendly, and professional manner using agreed upon procedures.**:

- **Listen attentively to client needs and concerns; demonstrate empathy.**:

- **Confirm client understanding of the solution and provide additional client education as needed.**:

- **Provide best-in-class customer service and problem resolution to customer queries over the voice-based phone service.**:

- **Liaise with the other associates in the team and provide detailed handovers so that the next shift runs smoothly.**:

- **Take and manage online booking through the online booking system.**:

- **Resolves customer requests, questions and complaints frequently requiring analysis of situations to determine best use of resources.**:

- **Serves as liaison between the customer and various departments**

**Requirement**:

- Minimum 3+ years of Knowledge -international/domestic travel voice process.
- Knowledge of world map & geography will be required
- **Proven experience in client service in B2B in the travel
- and tourism industry, and experience in the OTA industry (Online travel industry) will be required.**:

- Be enthusiastic & have zeal to perform.
- Ability to work flexible hours & Shifts as needed to provide support across different time zones Specially US, UE, Canada & Some Asian Countries.
- Be flexible to work in 24*7 rotational shift days working environment & Shift can be changes every week.
- Excellent communication skills required.
- Prepare complete and accurate work and update client file
- Excellent written and verbal communication skills.
- Technical aptitude and ability to troubleshoot and resolve technical issues.
- Strong problem-solving skills and ability to think creatively to resolve client issues.
- Ability to work in a fast-paced environment and handle multiple client inquiries simultaneously.
- Experience with client service software and tools.
- Bachelor's degree in a relevant field is preferred.
- Ability to work flexible hours as needed to provide support across different time zones Specially US, UE, Canada & Some Asian Countries

**Benefits**
- The dynamic and friendly global start-up working environment.
- Periodically salary review.
- Attend exciting internal activities: monthly birthdays, mini-events, birthday gifts, visiting sick people.
- Team building at least once a year.
- Leave and other benefits according to the company's regulations.

**Salary**: ₹20,000.00 - ₹40,000.00 per month

Schedule:

- Rotational shift

Ability to commute/relocate:

- Salt Lake, Kolkata, West Bengal: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- Customer service: 3 years (preferred)

**Language**:

- English (preferred)

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