IGT Solutions | Travel Consultant | gurugram
4 weeks ago
Profile Summary:
IGT is looking for Customer Care Executives. S/He will handle customer service inquiries and problems associated with the servicing of the company’s client base. Answer all basic and routine customer contacts as well as more complex customer problems and/or complaints. Utilize computer applications to provide professional service
Primary Job Responsibility:
- Provide exceptional traveler care and customer service to customers through Chat/Email/Calls
- Accurately complete end-to-end travel requirements both international and domestic travel arrangements for flight booking requests for ticketing, fares, routing, and post-booking queries
- Incumbent should have good knowledge of domestic as well as international critical itineraries (Geographical Knowledge is mandatory)
- Open to working in flexible shift environment, roster off, weekend working, public holidays, and festivals
- Co-ordinate with multiple departments to ensure quick resolution for the customer to adhere to SLA
- Handle calls, emails, and Chats simultaneously in order to deliver a smooth customer experience
- Focus on Customer Satisfaction and ensure works on the KPIs/Scorecard as defined under the Performance measurement process
- Expect to work on financials (reconciliation/ADM knowledge will be an advantage). Ensure the latest updated policies, procedures, and desk Instructions are read & complied
- Excellent Customer service and communication skills (Both Written and Verbal)
- Service online requests for clients where online requests are decentralized through the offline servicing team
- Providing consultative multi-country routings for best fares and preferred carrier usage. Counsel clients on efficient, routings for the lowest available fares and preferred carrier usage in coordination with the Corporation’s business travel policies
- Maximize the benefits of desktop applications and telephony to deliver a superior experience to
- Research and resolve client inquiries/issues at the point of sale. Coach, develop, and mentor peers, new and/or junior Travel Consultants
- Deliver expectations against individual and shared team key performance indicators
- Comply with all legal and industry standards. Embrace the role of providing a superior consultative value to clients versus just being an order taker
- Ensure each PNR contains the standard documentation and documentation for any exceptions handled during the reservation process
- Adheres to all company and specific Contact Center policies and procedures
Education and Essential Experience:
- 1-2 years of Travel experience with Dual GDS experience
- Should be well-versed working on more than 1 GDS. Sabre, Apollo & Amadeus will be preferred.
- Bachelor's Degree or Undergraduate dropouts.
- Diploma / Degree in travel & tourism would be added advantage
Excellent Written and spoken communication, business technical writing
Computer Skills – ability/experience using computer applications
Open to working in flexible shift environment, roster off, weekend working, public holidays and festivals
Open to work in a blended environment (Voice &Chat/Email). Must have experience in handling clients through Chat/emails/call.
Key Enablers:
- Strong process orientation
- High energy, High Integrity & Work Ethics
- Strong interpersonal skills & ability to communicate effectively
- Strong problem-solving skills.
- Attention to Detail: Recording Customer and Financial accountability with accuracy Communication: ability to present information to varied individuals or groups at all levels
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
MAX. Salary up to 40000 CTC (Depends upon the last CTC)
Recruiter Name: Jacob Paul
WhatsApp your CV: 7303735166
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