Subject Matter Expert-fulfilment
2 weeks ago
**What you’ll do**:
- Handle team queries. Assist team with complex ticketing, offline and reissuance queries.
- Monitor team SLA, productivity, quality & AHT and drive improvement with required case scrubs & analysis.
- Report bugs/breakages to tech and identify scope for automation within the processes.
- Coordinate with diff depts to resolve escalations cases received from passengers and other teams.
- Identify cases that could auto or incorrectly coming into the queue.
- Coordinate with finance to identify untraced bookings and take necessary action.
- Work on reduction of errors for BQ performers and validate all LOB errors.
- Coordinating with the training and quality team for the individual’s performance improvement.
- Participating in internal & external calibration sessions with Quality/Operations.
- Willing to work in rotational shift with rotational week off’s.
**What you’ll need**:
- Graduate / Diploma (10 + 2 + 3 / 10 + 3)
- IATA Preferred though not mandatory
- Written & Spoken English & Hindi (neutral accent)
- Currently working in Sr. executive / SME position for last 1-2 yrs.
- Overall experience of 3-4 yrs in travel operations.
- Should have analytical skills.
- Working knowledge of GDS (Amadeus/Galileo ), ticketing, reissuance, cancellation & refunds.
- Working knowledge of Sales force is a plus.
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