Airline Customer Support Executive
6 months ago
**Responsible for Customer support on Issuing Air tickets 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 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 customers across Telecommunication/E- mail/Chat, Meet customer requirements through first contact resolution.**
- **Clarify customer requirements; probe for and confirm understanding of requirements or problems.**:
- **Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.**:
- **Listen attentively to customer needs and concerns; demonstrate empathy.**:
- **Confirm customer understanding of the solution and provide additional customer 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 City, West Bengal: Reliably commute or planning to relocate before starting work (required)
**Education**:
- Bachelor's (preferred)
**Experience**:
- total work: 3 years (preferred)
- Customer service: 3 years (preferred)
**Language**:
- Hindi (preferred)
- English (preferred)
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