Position : Travel Consultant / Process Associate / Call Center Agent
Location : Gurgaon
Profile Summary: looking for Travel Consultant / Process Associate (GDS – Amadeus, Saber, Galelio). She/he will handle customer service inquiries and problems associated with the servicing of company’s client base. Answer all basic and routine customer contacts as well as more complex customer problems and/or complaints. Utilize computer applications to provide professional service
Primary Job Responsibility:
• Provide exceptional travel care and customer service to customers through Voice Process.
• Accurately complete end to end travel requirements both international and domestic travel arrangements for flight booking requests for ticketing, fares, routing and post booking queries • Incumbent should have good knowledge of domestic as well as international critical itineraries (Geographical Knowledge is mandatory)
• Open to work in flexible shift environment, roster off, weekend working, public holidays and festivals • Co-ordinate with multiple departments to ensure quick resolution for the customer to adhere SLA
• Handle calls, emails, Chats simultaneously in order to deliver a smooth customer experience
• Focus on Customer Satisfaction and ensure works on the KPIs/Scorecard as defined under the Performance measurement process
• Expect to work on GDS tools. Ensure latest updated policies, procedures, desk Instructions are read & complied
• Excellent Customer service and communication skills (Both Written and Verbal)
• Service online requests for clients where online requests are decentralized through the offline servicing team
• Providing consultative multi-country routings for best fares and preferred carrier usage. Counsel clients on efficient, routings for lowest available fares and preferred carrier usage in coordination with the Corporation’s business travel policies
• Maximize the benefits of desktop applications and telephony to deliver a superior experience • Research and resolve client inquiries/issues at point of sale. Coach, develop and mentor peers, new and/or junior Travel Consultants
• Deliver expectations against individual and shared team key performance indicators
• Comply with all legal and industry standards. Embrace the role of providing a superior consultative value to clients versus just being an order taker
• Ensure each PNR contains the standard documentation and documentation for any exceptions handled during the reservation process
• Adheres to all company and specific Contact Center policies and procedures Education and Essential Experience:
• 1-5 year of Travel experience with Dual GDS experience • Should be well versed working on more than 1 GDS. Sabre, Galileo & Amadeus will be preferred.
• Bachelor’s Degree or Undergraduate dropouts.
• Diploma/ Degree in travel & tourism would be added advantage
• Excellent Written and spoken communication, business technical writing
• Computer Skills – ability/experience using computer applications
• Open to work in flexible shift environment, roster off, weekend working, public holidays and festivals
• Open to work in a blended environment (Voice &Chat/Email). Must have experience in handling client through Chat/emails.
• Graduate from Aviation or Airline Working Hours 24*7 Shift 9hours shift with 1 hour break 5Days working in week (2 rotational Off Days) It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, colour, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non- discriminatory environment free from intimidation, harassment or bias based upon these grounds
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saiesta @9760622274
sana.searchinternational@gmail.com