Position Title: Travel Process Associate- Chat/Email
Function: Customer Experience
Location: Gurugram
Job Purpose
· Customer engagement
· Efficiency and Productivity
· Quality assurance
· Escalation handling
· Continuous learning
Key Accountabilities
· Mentor new joiners / BQ performers
· Respond to customers email/chat, and make outbound calls as appropriate
· Manage and resolve customer complaints
· Record customer queries/inquiries
· Identify and escalate issues to supervisors
· Research, identify and resolve customer complaints
· Route calls to appropriate resources
· 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.
· Educate customers on products and services information available, via alternate channels (self-service usage by customers)
Skills/Qualities Required
· Should be flexible with 24/7 working environment.
· Service delivery
· Good communication skills
· Good typing skills
Key Performance Indicators
· First response time
· Average handling time
· Overall resolution time
Educational and Experience Requirements
· Graduation in any Domain.
· 1+ years’ experience in customer service process/operations/Chat.
· Amadeus GDS Experience is a must.
· Travel Domain experience mandate.
