Location: Cybercity Ebene
Join Concentrix and work for one of our clients, a leading global company for tech travel solutions and fulfilment capabilities for online sales of flights.
Position summary
While the traditional image of a travel agent might conjure up visions of stacks of brochures and a well-worn globe, the modern travel agent is a tech-savvy professional who leverages a range of digital tools to streamline operations and enhance the client experience.
As an E-Travel specialist, you will assist our clients via our communication channels regarding the time/date changes that have occurred by the airline. A key responsibility of this role is to actively seek and arrange alternative flight options for our customers in the event of disruptions.
When alternative flights are unavailable, the role involves initiating refund claims with airlines on behalf of our customers. By providing these services, we aim to offer a complete travel solution that ensures our customers' peace of mind and security throughout their journeys.
To ensure a flawless and positive customer experience, all our agents have a friendly attitude and enjoy helping others!
Responsibilities
- Receive & process incoming calls and emails regarding schedule changes.
- Responsible for checking all internal queues for schedule change and contacting Airlines to check for alternate options, as well as doing follow-up and providing them to our clients.
- Ensure & provide quality service to customers. i.e. handle inquiries & complaints from.
- customers in a professional manner, provide context and s/c information.
- Manage flight cancellations, rebooking and force majeure situations according to each airlines specific schedule change policy.
- Report technical issues, customers complaints and other problems
Requirements
- Good knowledge of English.
- Experience in the customer service sector.
- Ability to learn and adapt to new software technologies.
- Excellent communication skills and a can-do attitude.
- Quality focus and multitasking in a fast-paced environment.
- Contact centre experience.
- Experience in working with KPIs.
- GDS knowledge (Amadeus/Sabre/Galileo).
By working with us, you will be entitled to:
Complete, paid and certified training on the following software:
- AMADEUS
- SABER
- GALILEO
- Opportunity for career development (several positions in Ops. and support functions).
- Clear career framework.
- Performance bonus with monthly challenges.
- Meal allowances.
- Allowances for night shifts.
- Flexibility to allow a good work life balance.
- Monday to Sunday (2 days off during the week)
- Several shifts available
- Health insurance covered by the company
- Transport provided back and forth
- Doctors and psychologists on site
