Requirement
We are looking for a Customer Support Executive with 2 to 4 yrs experience in Customer Support function. Experience of working in Air Travel Industry will be an advantage.
Job Description
- Effectively communicate with prospects and customers on Verteil's product updates and other initiatives.
- Ensure responding to customer queries in a timely and accurate way, via phone, email or chat.
- Identifying customer needs and helping customers use specific features.
- Identifying the best routes, sharing information on availability and booking of air tickets.
- Issuing air tickets for B2B/ Subagents and B2C customers.
- Collect and validate relevant information from customers for onboarding.
- Provide excellent customer support during all onboarding and after-onboarding procedures.
- Ensure that customer specific details are accurately recorded in the systems.
- Maintaining a positive and professional attitude towards customers at all times.
- Update our internal databases with information about technical issues and useful discussions with customers.
- Ensure the processing of refund and cancellation of air tickets.
- Assist clients with travel planning via phone call or email.
- Provide assistance to travel agents in reservation, ticketing, reissuing, refunding and communicating with airlines support team.
- Enhance customer experience through continuous improvement of the approaches and strategies applied by the team.
Job Requirements
- Experience in resolving customer queries, recommending solutions and guiding product users through features and functionalities.
- Minimum 2 years of experience in IATA accredited travel agency or in an airline call centre
- GDS Ticketing experience using Amadeus, Travelport or Sabre.
- Should be well-versed in Global distribution system (GDS).
- Additional airline tools like SPRK or ADO is an added advantage.
- Should be well-versed in Fare rules, city codes and airline codes.
- Should have proven experience in airline ticketing with an airline/ travel agency/GSA.
- Should have up to date knowledge on current domestic and international travel trends, regulations, etc.
- Should be an excellent communicator who is able to earn clients trust.
- Excellent People management skills.
- Excellent analytical skills.
- Experience in airline reservation/ travel agency.
- Multi-tasking abilities.
- Patience when handling tough cases.
- Should be a graduate, IATA Certification (Preferred).
- Flexible to work in shifts.
