QA Engineer - Automation

Skills

Requirement

We are looking for a Customer Support Executive with 2 to 4 yrs experience in Customer Support function. Experience of working in Air Travel Industry will be an advantage.

Job Description

• Effectively communicate with prospects and customers on Verteil’s product updates and other initiatives.
• Ensure responding to customer queries in a timely and accurate way, via phone, email or chat.
• Identifying customer needs and helping customers use specific features.
• Identifying the best routes, sharing information on availability and booking of air tickets.
• Issuing air tickets for B2B/ Subagents and B2C customers.
• Collect and validate relevant information from customers for onboarding.
• Provide excellent customer support during all onboarding and after-onboarding procedures.
• Ensure that customer specific details are accurately recorded in the systems.
• Maintaining a positive and professional attitude towards customers at all times.
• Update our internal databases with information about technical issues and useful discussions with customers.
• Ensure the processing of refund and cancellation of air tickets.
• Assist clients with travel planning via phone call or email.
• Provide assistance to travel agents in reservation, ticketing, reissuing, refunding and communicating with airlines support team.
• Enhance customer experience through continuous improvement of the approaches and strategies applied by the team.

Job Requirements

• Experience in resolving customer queries, recommending solutions and guiding product users through features and functionalities.
• Minimum 2 years of experience in IATA accredited travel agency or in an airline call centre
• GDS Ticketing experience using Amadeus, Travelport or Sabre.
• Should be well-versed in Global distribution system (GDS).
• Additional airline tools like SPRK or ADO is an added advantage.
• Should be well-versed in Fare rules, city codes and airline codes.
• Should have proven experience in airline ticketing with an airline/ travel agency/GSA.
• Should have up to date knowledge on current domestic and international travel trends, regulations, etc.
• Should be an excellent communicator who is able to earn clients’ trust.
• Excellent People management skills.
• Excellent analytical skills.
• Experience in airline reservation/ travel agency.
• Multi-tasking abilities.
• Patience when handling tough cases.
• Should be a graduate, IATA Certification (Preferred).
• Flexible to work in shifts.

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