Responsibilities:
- Respond promptly to customer inquiries, orders (such as refunds or exchange) and according to company’s rules and regulations.
- Suggest solutions when a service malfunctions.
- Let customers or clients know about additional services.
- Suggest ways to improve the efficiency of the customer service process.
- Regularly follow-up on the cases he/she has taken and provide the client with all the information along the way.
- Escalate queries and log complaints to the systems if needed.
- Keep records of the customer’s calls and communications.
- Communicate and coordinate with different departments efficiently as necessary.
- Keep into consideration saving the company from losses/payouts, including the needed follow-ups and interactions with another departments.
- Review the actions taken to ensure that it’s being taken according to airlines rules/procedures as well as agency’s policies.
- Communicate with the airlines/suppliers to get the needed waivers when needed.
- Handle any cases assigned by the Team Leader / Supervisor / Manager
- Ensure customer satisfaction and provide professional customer support
Requirements:
- Bachelor’s degree.
- Minimum of 1-3 years of work experience.
- Good knowledge of the Travel industry is a plus.
- Different GDS’s knowledge (Sabre, Amadeus, Apollo) is a plus.
- Communication and Presentation skills.
- Excellent organizational and planning skills.
- Customer Orientation.
- Team Player
- Flexibility to work on rotational shifts.
- Advanced troubleshooting and multi-tasking skills.
- Problem-solving skills.
- Negotiation skills.
- Patience, compassion and empathy.
Compensation:
- EGP 10,000 Net salary + KPIS paid in USD.
