Job Description

Job Title : Service Advisor Reports to : Team Manager Day-to-day basis responsibilities: Maintain the highest standards of customer service, for both inbound and outbound calls across all markets / functions in order to ensure customer confidence, satisfaction and loyalty. Provide first call resolution for Executive club members, Premium Customers, Preferred Partners by carrying out the role of a technical expert within the team to resolve any queries or issues Responsible to undertake all back office related activities, which includes handling queues, reissues, handling advanced fares and ticketing etc. To provide support during business contingency which may arise including mass disruptions. Responsible for checking and authorizing Automated Ticket Sales reports including reconciliation and related documentation. Ensure audit compliance. To deliver departmental and/or team targets to attain customer service and revenue. To play a leading role in an ongoing programme of process and quality improvement through the implementation of new technology and new working method. To maintain data protection and confidentiality for both staff and customers. Responsible for self-development to ensure own technical and product knowledge is kept up-to-date. Undertake any contact centre related jobs entrusted from time to time. Eligibility: Travel industry/call centre experience preferred Excellent communication skills both oral and written. Strong conflict/objection handling skills Customer Service background preferred Basic knowledge of Advanced fares and ticketing, electronic ticketing and understanding of GDS Flexible with shift working environment