Contact Centre Associate/ Supervisor

As Customer Contact Centre Agent, you will provide service excellence to airways customers through different channels of communication such as telephone, email and web chat. You will ensure that customer satisfaction is optimized in every interaction whilst working closely with the team to deliver top-quality customer service.

Your specific responsibilities will include:

• Respond professionally to customer calls and queries. Sell, up-sell and cross-sell airways products and services to the customers.

• Receive in-bound calls from customers in order to provide information/ updates as and when required.

• Handle multi-products and services as required and escalate queries to your Senior Contact Centre staff when appropriate.

• Create new reservations and make changes to existing reservations. Provide quotes on the correct fares and rules of carriage issuance and re-issuance of tickets.

• Process refunds

Qualifications:

• High School Qualification with 2 years of relevant experience in Airline reservation and ticketing, Airport check-ins, Contact/ call center.

• Relevant experience in GDS System (Amadeus) is essential. Having IATA or Airline Basic Tariff course certification can be considered.

• Computer Literate ideally with previous knowledge of contact center/ reservation and ticketing systems.

• Good typing skills.

Communication Skills:

• Excellent written and spoken English.

• Display active listening skills

• Efficient in managing call from a high-volume and fast-paced environment.

• Strong comprehension and articulate.

Qualification and skills:

• Interactive, customer service oriented with warm, cheerful and expressive personality.

• Customer focused and always drives customer satisfaction when responding to customer enquiries and calls.

• Polite, reliable, knowledgeable and able to adapt to changing requirements.

• Open to new learnings and flexible to adapt to new concepts and system.

• Able to perform under pressure.

• Flexible to work on shifts.