Job Description
- Assist phone, live chat, and email cases from travel agencies, regulatory, government, consumer, and corporate inquiries, bookings, issuance of voucher and sponsorship requests from sales and marketing, and walk-in inquiries.
- Support on Booking inquiries/assistance, change of Flights including the application of SRO, add-Ons, booking System failure - ISR, issue voucher and sponsorship and feedback
- Ensure that the daily KPI and SLA are met both individually and by the team such as emails are responded, email and phone cases are resolved within 24 hours, live chat is answered within 3 minutes, escalations from ministries, government, shareholders, sales, and distribution, corporate, and internal departments are attended to and resolved within 3 hours, voicemail assistance within 24 hours
- All necessary assistance must be delivered within a time frame with smooth operation and urgent matters must be attended to in a timely manner.
- Ensure Group booking policies are followed as per SOP
- Create a high-performing culture: participate in developing the team camaraderie.
- Provide open communication with the team and recommend improvements for the group's benefits
Qualifications
- Bachelor's Degree in any field.
- At least 0-2 years of working experience with the same capacity (Customer Services, Airline Ticketing Sales Services, etc.)
- Proficient in oral and written English
- Background in Airline or Travel Agency is an advantage
- Excellent computer skills and proficiency in Word, Excel, and PowerPoint
- Able to travel when required
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