Customer Service Executive

AirlinePros International is a global leader in airline and travel representation. We facilitate airlines access new markets and support their sales and distribution from nearly 40 global locations. Our team comprises of aviation experts with a cumulative industry experience of over 500 years. Backed by a culture of integrity, passion, accountability, and quality partnerships, we ensure the success of more than 70 airline partners from all over the world. An equal opportunity employer, with a culturally diverse team of passionate professionals, we invite you to come on board, and take our partnerships and success to newer heights.

The employee’s job description will be handling the customer service and ticket sales for the range of airlines we service; this includes but is not limited to:

- Taking care of new travel bookings, ticketing, rebooking and other ticket modifications
- Providing Agent support to travel agencies and customers regarding schedules, fares, arrivals, departures and other travel-related queries
- Supporting airport staff during time of check-in regarding ticket investigations and modifications
- Preparing flights from operational side, and tracking requested flight information
- Ability to handle multi-cultural and multi-lingual clientele
- Strong ticketing knowledge and understanding of international pricing rules and procedures
- Operating with discretion within a well-defined policy
- Adhering to the company standards in delivering customer service, including telephone etiquette, and following established customer service escalation procedures;
- Following company procedures, guidelines and standards in building Passenger Name Records (PNR’s), utilizing of booking tools (GDS systems, such as Sabre and Amadeus)
- Performing back-office functions, including payments and sales report reconciliations
- Performing additional duties as assigned by management

**Duties and Responsibilities**
- Identify customer questions, concerns, and overall needs
- Provide accurate answers and solutions to customer queries
- Address customer complaints in a compassionate and patient manner
- Redirect customers to appropriate teams and/or departments as needed
- Help sales team generate leads, identify potential leads and forward to sales reps
- Develop professional relationships with ongoing customers through excellent customer service
- Follow-up with callers on complaint and/or question resolution status
- Collaborate with immediate team, other customer service teams, sales team, and other company departments to ensure overall customer and product satisfaction
- Meet or exceed call quotas and sales assist quotas, both personally and as a team unit
- Follow company communication procedures, policies, and guidelines at all times
- Perform each duty above with our customers’ satisfaction as the number one priority
- Document all call information according to standard operating procedures
- Recognize, document, and alert the management team of trends in customer calls
- Follow up customer calls where necessary
- Upsell products and services
- Complete call logs and reports
- Other duties as assigned

**Business Skills**
- Empathy: Understanding the customer and the problem is key for anyone in a customer facing role.
- Clear communication skills: Service reps must be able to explain the potential solutions to customers’ problems, and do so in a clear, concise manner
- Product knowledge
- Problem-solving skills: Great customer service means getting to the heart of problems immediately, then coming up with solutions
- Patience: The ability to stay calm and keep from taking things personally will help diffuse tense situations with angry customers
- Positive attitude: Having a positive attitude is one of those customer service skills that is essential for all employees
- Positive language: By using positive language, customer service can overcome a customer’s problem before they even knew they had one
- Listening skills: Asking questions, taking notes, and avoiding interruptions are all excellent tactics to improve listening
- A willingness to go the extra mile service that goes beyond fulfilling basic customer expectations and does so in a creative, unexpected way
- Personal responsibility: Personal responsibility is critical in all decisions and relationships
- Confidence: Confident employees are a positive reflection on your brand, increasing your company’s trust and credibility

**Education and other qualifications**

Minimum University graduation with a good knowledge of English language.

Proficiency in Amadeus Reservation, understanding of airline process with at least three years’ work experience in international travel contact center will be an added advantage.

Full time / Location: India