Job Description

Position Title: Travel Process Sr. Associate- Chat/Email
Function: Customer Experience
Location: Gurugram
Reports to: Associate Manager
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.
3+ years' experience in customer service process/operations/Chat.
Amadeus GDS Experience is a must.
Travel Domain experience mandate.

Skills Required