Sr. Associate Chat - Contact Centre

Location:  Gurugram
|
Feb 14, 2024

Number of Openings: 1

 

 

Location: DEL/NCR



Job Description

 

 

  • Respond to customers chat, and make outbound calls as appropriate, Manage and resolve customer complaints, Record customer queries/inquiries, Identify and escalate issues to supervisors.

 

 

  • Provide product and service information to customers, Research required information using available resources, Research, identify and resolve customer complaints, Route calls to appropriate resources, Document all call information according to standard operating procedures.

 

 

  • Recognize, document and alert the management incase of specific observations during Chat/OB calls, document and alert the management team of trends in customer calls, Follow up customer calls where necessary, Educate customers on products and services information available, via alternate channels (self-service usage by customers), Subject Matter Experts for new hires/team members, Mentor new joiners / BQ performers.

 

 

Experience

 

 

  • 4+ years of experience in B2C /B2B travel, airline reservation, including Amadeus experience

 

 

Roles/Responsibilities

 

 

  • Respond to customers chat, and make outbound calls as appropriate, Manage and resolve customer complaints, Record customer queries/inquiries, Identify and escalate issues to supervisors.

 

 

  • Provide product and service information to customers, Research required information using available resources, Research, identify and resolve customer complaints, Route calls to appropriate resources, Document all call information according to standard operating procedures.

 

 

  • Recognize, document and alert the management incase of specific observations during Chat/OB calls, document and alert the management team of trends in customer calls, Follow up customer calls where necessary, Educate customers on products and services information available, via alternate channels (self-service usage by customers), Subject Matter Experts for new hires/team members, Mentor new joiners / BQ performers.

 

 

Competencies
 

 

  • Should be flexible with 24/7 working environment.

 

 

  • Good communication skills (Verbal and Written) / Good coordination skills.

 

 

  • Good typing skills

 

 

  • Working knowledge of Ms Office – Excel, Word and PowerPoint.

 

 

  • Preferred: experience providing customer support through chat, Act with integrity, and look after personal traveler information, Resolving customer issues quickly and independently / with supplier.

 

 

Desired Education

 

 

  • Graduate (Any stream)


 

Desired Experience

 

 

  • 4+ years of experience in B2C /B2B travel, airline reservation, including Amadeus experience