Job Key Information

The purpose of this role is to render excellent customer service. To answer phones to respond to customer inquiries and customer complaints. To project a professional company image through phone interaction. This would entail L1 & L2 inbound helpdesk support for ITQ Helpdesk. The calls/queries/escalations shall be related to Fares, Ticketing, Reservations, and Airline Support.

Job Requirements

a) Timely response to customer queries/requests/issues through Email/Phone Monitoring Transactions as applicable to the Process
b) Answering phone calls & responds to customer requests. Adhere to telephone etiquette prescribed in the process manual
c) Provide customers with product and service information
d) Follow-up on customer inquiries not immediately resolved. Recognize, document, and alert the supervisor of trends in customer calls
e) Maintaining/updating/publishing call logs and reports as per the process requirements
f) Adherence to all processes and procedures.
g) Extending Quality services to the end user.
h) Coordinate with Vendors / Travel Agents and the Sales team
i) Client’s complaint analysis.
j) Other duties as assigned.
k) Regular follow-up until the closure of all issues.
l) Raise Cases for issues to be reported to the Helpdesk
m) First level Investigation of all the issues reported at the desk and raising incidents to the Team Lead if required.
n) Coordinate with the Internal Teams / Airlines / Hotel Vendors / Relationship Management team/Travelport for resolution.

Skills Required

• Travel Knowledge is a must (Preferably in Travel & Tour Agency / Sabre or Amadeus GDS)
• Any GDS Knowledge (Amadeus or Sabre)
• Leisure Travel or Travel agency experience will be an advantage
• Good academic profile
• Fresher / Graduate in any discipline