Job Description

Customer relations is a customer retention process and is an extremely sensitive function .

1. Respond to customer complaints and queries in written form –letters,faxes, emails and Outcall.
2. Handle escalated complaints and incidents pertaining to customers/passengers
3. Coordinate with other department – especially Airport management, call center and finance to resolve customer complaints and queries and provide solution to customer
4. Handle baggage mishandling claims and complaints
5. Assist legal team in passenger complaints which lead to legal cases/consumer forum cases
6. Ensure resolution of complaints/emails within the set standards and goals
7. Handle internal staff travel requests
8. Handle new sales projects which requires back end support over and above the call center support

Skills

1. Excellent verbal communication – English and Hindi
2. Excellent written skills ( business communication )  – English
3. Ability & confidence to speak to the customer and bring customer grievance to an amicable closure.
4. Ability to work in small and big teams
5. Knowledge of travel/air travel industry /reservations /booking etc
6. Excellent computer skills- word & excel, outlook  
7. Able to give attention to details
8. Ability to work in  back office continuously for 8 hours without any direct verbal customer communications
9. Good typing speed as it involves extensive typing of emails and letters

Essential requirements

1. Able to commute to office independently
2. Work in shift ( days shifts with different timings)
3. A prior work experience of at least 1 year – which involved handling customer calls, queries complaints etc especially with hotels, airlines, travel trade

Location of work and working hours

1. Global business park/Ifly (May Change)
2. Working days – Rotational offs, could be on weekdays, Sat Sun (Working)
3. Function coverage will be 9am to 7 pm (maximum) 

Skills Required

• Communication
• Passengers