Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions

Assist clients with navigating around product menus and facilitate better understanding of product features

Troubleshoot all client queries in a user-friendly, courteous and professional manner

Maintain logs and records of all customer queries as per the standard procedures and guidelines

Accurately process and record all incoming call and email using the designated tracking software

Offer alternative solutions to clients (where appropriate) with the objective of retaining customers' and clients' business

Organize ideas and effectively communicate oral messages appropriate to listeners and situations

Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

Undertake product trainings to stay current with product features, changes and updates

Enroll in product specific and any other trainings per client requirements/recommendations

Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client

Update job knowledge by participating in self learning opportunities and maintaining personal networks

Stakeholder Interaction

Stakeholder Type

Stakeholder Identification

Purpose of Interaction

Internal

Team Leaders

Performance review

HR

Hiring and employee engagement and retention

Training Team

Capability development

Technical Lead

Training, issue escalation/ resolution

External

Client

Query Resolution

Display

Lists the competencies required to perform this role effectively:

• Functional Competencies/ Skill
  • Process Knowledge - Knowledge of assigned process, tools and systems - Foundation to Competent

Competency Levels

Foundation

Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with minimal support and guidance.

Competent

Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.

Expert

Applies the competency in all situations and is serves as a guide to others as well.

Master

Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.

• Behavioral Competencies
  • Collaborative working
  • Problem solving and decision making
  • Attention to Detail
  • Execution Excellence
  • Client (Internal) Centricity
  • Effective Communication

Deliver

No.

Performance Parameter

Measure

1.

Process

No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback

2.

Self- Management

Productivity, efficiency, absenteeism, Training Hours, No of technical training completed

Roles & Responsibilities
 Responsible for handling inbound and outbound calls from any part of the globe that the call
 originates from
 Equipped to handle all general reservations and deal with changes to all reservations/tickets
 Provide refunds to passengers and answer general airline and reservation queries
 Handle Frequent Flyer program general queries
 Able to make a service recovery in the event the agent understands that he has made a mistake
 or an error or get the same done through his supervisor
 Timely follow up on any commitments made to the customer
 Ensure accurate documentation of customer profiles/reservations
 Handle customer complaints and provide first time resolution
 Keep oneself updated, aware of, and compliant to all Company policies and procedures which
 include Information Security Management Systems

 Grads/undergrads with 2 years completion in college and able to produce TOR.
 SHS Graduate for new curriculum
 Flexible to work in a 24X7 environment

 Working knowledge of PCs e.g. MS Office
 Reasonable keyboard skills
 Generic understanding of customer service
 Need to have sound customer service skills and soft skills with prime focus being on customer
 satisfaction
 Excellent spoken English and reasonably good written communication skills.
 No Regional Accent, Neutral Accent
 Ability to verbalize thoughts
 Correct construction of sentences
 Grammatically correct English
 Good grasping power
 Excellent listening skills
 Should have patience and not be overawed by difficult situations
 Team player
 Reasonable analytical skills
 Understanding of job profile applied for
 Situation handling skills
 Leadership skills (not a critical parameter but would be an add-on)