Travel Process Sr. Associate- Chat/Email

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.