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Agent - SC Escalations
Etraveli Group
Mumbai, IND
Full-time
Entry
Onsite
Discovered 1 weeks ago
Customer serviceSchedule change bookingsAirline reservationsCustomer and supplier query handlingWritten and verbal communicationCritical and analytical skills
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Customer serviceSchedule change bookingsAirline reservations
Role Overview
Etraveli Group is seeking an Agent for a fast-paced customer service environment focused on airline schedule-change bookings.
The role supports customers and suppliers throughout the flight-rescheduling process.
Key Skills for This Role
Customer serviceSchedule change bookingsAirline reservationsCustomer and supplier query handlingWritten and verbal communicationCritical and analytical skills
Full Job Posting
Role overview
Etraveli Group is seeking an Agent for a fast-paced customer service environment focused on airline schedule-change bookings.
The role supports customers and suppliers throughout the flight-rescheduling process.
Responsibilities
- Handle at least 30 schedule-change booking PNRs per day.
- Handle customer and supplier queries through calls and chats.
- Report to the Team Leader and achieve goals and KPIs.
- Check schedule-change queues and contact airlines for alternate options.
- Follow up on reservations and communicate available rescheduled-flight options to customers.
- Handle misconnections and obtain flight confirmation from airlines.
- Adapt to new situations, challenges, and role reversals while multitasking.
Requirements
- At least 1 year of customer service industry experience is required.
- Travel industry knowledge is a plus.
- Good written and verbal communication is required.
- The role includes different shifts, including night shifts.
- Self-learning and initiative are important for the role.
- Strong critical and analytical skills are required.
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