Key Responsibilities
Location: TP plaza
- Handle inbound customer calls while consistently meeting departmental performance standards and KPIs.
- Provide accurate information and professional guidance to customers, ensuring a high-quality customer experience.
- Follow company policies and procedures while applying critical thinking and problem-solving skills to address customer needs effectively.
- Resolve customer inquiries at the first point of contact whenever possible, escalating cases only when all available resolution options have been exhausted.
- Maintain clear, accurate, and concise documentation of all customer interactions.
- Achieve schedule adherence and productivity targets as defined by the client.
- Conduct outbound follow-up calls to customers when required to resolve outstanding issues or provide updates.
- Efficiently navigate and utilize multiple applications and systems while handling customer interactions.
Education & Qualifications
- Bachelor's degree or equivalent.
- High school graduates and university dropouts (with at least one year since leaving university) are also eligible to apply.
Experience
- Previous experience working in a travel agency or using a Global Distribution System (GDS) is mandatory.
- Prior experience in customer service is an advantage.
Technical Skills
- English proficiency at B1+ level or higher.
- Proficient computer skills.
- Ability to effectively use internet-based applications.
- Minimum typing speed of 30 words per minute (WPM).
Core Competencies
- Excellent verbal and written communication skills.
- Strong customer service and problem-solving abilities.
- Ability to resolve customer issues efficiently and within a timely manner.
- Adaptability and flexibility to work varying shifts and operational requirements.
