Description

Job Title: Call Center Agent - Airline Account

Department: Customer Service

Reports to: Call Center Manager

Job Purpose: To provide exceptional customer service and support to airline customers, ensuring their needs and concerns are addressed in a timely and effective manner.

Key Responsibilities:

Handle inbound and outbound calls from airline customers and provide prompt and efficient assistance in resolving their issues.

Respond to customer inquiries and concerns via phone, email, and live chat in a professional and empathetic manner.

Utilize customer service software and databases to manage and track customer interactions, inquiries, and issues.

Assist customers with flight bookings, cancellations, changes, and other related services.

Coordinate with other departments and airlines to resolve customer issues related to baggage, flight delays, cancellations, and other related matters.

Stay updated on airline policies, procedures, products, and services, and provide customers with relevant information as needed.

Meet and exceed performance metrics, including call handling time, customer satisfaction, and issue resolution rate.

Continuously improve customer service skills through training and professional development opportunities.

Qualifications

Requirements:

High school diploma or equivalent.

1+ years of customer service experience, preferably in a call center environment.

Excellent verbal and written communication skills.

Strong interpersonal skills and ability to handle difficult customer interactions.

Ability to multitask and prioritize effectively in a fast-paced environment.

Proficient in Microsoft Office Suite and experience with customer service software.

Flexibility to work a flexible schedule, including evenings and weekends.

Strong attention to detail and problem-solving skills.

Knowledge of airline ticketing systems and travel industry regulations is preferred.

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the role. The company reserves the right to modify this job description at any time.