International Voice Process

3 months ago

Mumbai Maharashtra, India VIPSA TALENT SOLUTIONS Full time

**Job Title**: Schedule Change Reservation Agent
**Location**: Mumbai

**Job Summary**:
We are looking for a highly motivated and customer-focused Schedule Change Reservation Agent to join our team. In this role, you will be responsible for managing schedule changes in flight reservations, ensuring customer satisfaction, and providing alternative solutions for rescheduled flights. You will work in a dynamic environment where multi-tasking and problem-solving are essential, and you will be expected to handle a high volume of customer interactions across various channels.

**Key Responsibilities**:

- **Manage Schedule Changes**: Handle a minimum of 40 Passenger Name Records (PNRs) per day, ensuring that each schedule change is managed efficiently and accurately.
- **Customer Support**: Address customer queries related to schedule change bookings via phone calls and chat, providing timely and effective solutions.
- **Coordination with Airlines**: Check all queues related to schedule changes and proactively contact airlines to explore alternative flight options for affected passengers.
- **Reservation Follow-Up**: Track flight reservations, inform customers of available rescheduled flight options, and ensure timely updates and confirmations.
- **Handle Misconnections**: Manage cases where flights may be misconnected, working with airlines to get the flights confirmed and ensuring customers are accommodated.
- **Reporting & Goal Achievement**: Report directly to the Team Lead to ensure team and individual goals are met, contributing to the overall success of the department.
- **Adaptability & Multi-Tasking**: Be prepared to handle new challenges, roles, and responsibilities as needed, demonstrating flexibility and the ability to thrive in a fast-paced environment.
- **Problem Solving**: Take initiative in identifying issues and providing solutions to ensure a seamless customer experience during schedule changes.

**Requirements**:

- **Experience**: Minimum of 1 year of experience in the customer service industry, with a proven track record of handling customer queries and complaints effectively.
- **Travel Industry Knowledge**: Prior knowledge or experience in the travel industry is a significant advantage.
- **Communication Skills**: Excellent written and verbal communication skills are essential to interact professionally with both customers and airlines.
- **Educational Qualification**: A minimum qualification of an Undergraduate (HSC) is required.
- **Shift Flexibility**: Must be willing to work in different shifts, including night shifts, as per the business needs.
- **Initiative & Self-Learning**: A proactive attitude towards learning new processes, self-motivation, and the ability to take initiative in managing daily tasks.
- **Teamwork & Multi-Tasking**: Ability to work as part of a team, manage multiple responsibilities simultaneously, and adapt quickly to new roles and challenges.

Pay: ₹250,000.00 - ₹450,000.00 per year

Schedule:

- Rotational shift

**Experience**:

- total work: 1 year (required)

Work Location: In person

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