Job Description

To act as the main focal point for customers/GSAs in terms of product and services inquiries, complaints, flight alerts and disruptions across the entire network. This includes responding to inquiries raised from different channels such as: calls, website, email, social media, online chat and messaging applications.

Monitors systems, identifies and resolves problems and supports in executing action plans to increase sales and enhance customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures.

Key Result Responsibilities

• Acts as the main contact for customers/travel agents/GSAs with respect to inquiries, information, different types of requests, complaints, etc. and ensures all communication and exchanged information are in line with Company’s standards.
• Supports the Contact Center teams by responding to inquiries raised from different channels such as: calls, website, email, social media, online chat and messaging applications.
• Provides information about products and services including policies, tickets, reservation, ancillaries, onboard products and services.
• Handles special class bookings related to FAM trips, barter tickets, incentives, complimentary tickets as per the agreed policies and procedures and coordinates with all stakeholders to take the necessary approvals and validations.
• Supports travel agents on system related matters including activation/deactivation of accounts, creation of users, password resets, etc. 
• Handles delayed, cancelled and disrupted flights cases, in a timely and professional manner in terms of connection inquiries, availability of alternate flights, and hotel accommodation for long transits. 
• Follows up on schedule changes and sends flight disruption alerts and notifications to customers and all stakeholders using SMS and email; rectifies misconnections in case of cancellations, delays and early departures.
• Follows up with customers/travel agents and internal departments as necessary.
• Coordinates with the relevant stakeholders and escalates any issues as and when necessary.

Qualifications & Experience

• High School/Diploma or equivalent; Bachelor’s degree in a related stream is preferred.
• Minimum 2 years of related experience in a similar role in customer service or support in any industry, preferable Travel & Tourism.
• Capable of using technology systems and tools; social media applications and proficient in Microsoft Office.
• Very good in English & Armenian languages, both written & spoken is a must, other languages are preferred

Skills Required

• Customer Service