Understand customer enquiries and respond via applicable channels: email, chat, and call backs
Understand customer enquiries and ensure they are answered or routed through the appropriate support channel
Manage customer escalations and ensure that these are answered, tracked, and escalated as required
Perform all procedures accurately, including following project documented call flows, work processes, data entry requirements, and complaint management processes
Ensure all SLAs are met accordingly
Demonstrate a strong customer service orientation and ...
Position Summary:
The Reservation and Ticketing team are responsible for ensuring support, relating to client, travel agents and passenger’s inquiries. The team roughly handles 90% inbound inquiries and 10% back office work.
Job Description:
• Responsibilities are conducted via phone, email and chat.
• Answer incoming calls including email and chat in a timely manner
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Build sustainable relationships and engage customers ...