Effectively communicate with prospects and customers on Verteils product updates and other initiatives.
Ensure responding to customer queries in a timely and accurate way, via phone, email or chat.
Identifying customer needs and helping customers use specific features.
Identifying the best routes, sharing information on availability and booking of air tickets.
Issuing air tickets for B2B/ Subagents and B2C customers.
Collect and validate relevant information from customers for onboarding.
Provide excellent customer support during all onboarding and after-onboarding procedures.
Ensure that customer specific details are accurately recorded in the systems.
Maintaining a positive and professional attitude towards customers at all times.
Update our internal databases with information about technical issues and useful discussions with customers.
Ensure the processing of refund and cancellation of air tickets.
Assist clients with travel planning via phone call or email.
Provide assistance to travel agents in reservation, ticketing, reissuing, refunding and communicating with airlines support team.
Enhance customer experience through continuous improvement of the approaches and strategies applied by the team.
Job Requirements
Experience in resolving customer queries, recommending solutions and guiding product users through features and functionalities.
Minimum 2 years of experience in IATA accredited travel agency or in an airline call centre
GDS Ticketing experience using Amadeus, Travelport or Sabre.
Should be well-versed in Global distribution system (GDS).
Additional airline tools like SPRK or ADO is an added advantage.
Should be well-versed in Fare rules, city codes and airline codes.
Should have proven experience in airline ticketing with an airline/ travel agency/GSA.
Should have up to date knowledge on current domestic and international travel trends, regulations, etc.
Should be an excellent communicator who is able to earn clients trust.
Excellent People management skills.
Excellent analytical skills.
Experience in airline reservation/ travel agency.
Multi-tasking abilities.
Patience when handling tough cases.
Should be a graduate, IATA Certification (Preferred).
Flexible to work in shifts.
Role: Customer Success Associate
Industry Type: IT Services & Consulting
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Role Category: Customer Success
Education
UG: Any Graduate
PG: Any Postgraduate
Key Skills
Customer Support Executive