Travelstart+ Concierge Agent

Our Group Operations Division has opportunities in our Operations Team for Travelstart+ Concierge Agents !

(These roles are planned to be based in Hyderabad - India and support a 24 / 7 operational schedule )

About The Role

As a Travelstart+ Concierge Agent, you'll be the first point of contact for our valued VIP customers. Your passion for travel and exceptional customer service will shine through as you provide personalised assistance and create unforgettable travel experiences. You'll be responsible for handling a variety of tasks, from answering general inquiries to complex ticketing issues, all while ensuring the highest level of customer satisfaction.

Key Responsibilities

• Attend to every enquiry coming through on TS+ App platform timeously, and within SLA.
• Provide basic app support, Q&A and perks of benefits.
• Ensure First Contact Resolution is attempted on every interaction, should call backs be arranged ensure set time is adhered to, manage own call backs.
• Handover at end of every shift, including call backs to ensure any concierge agent is able to pick up where you left off.
• Work with counterparts to ensure enquiry turnaround time SLA is met.
• Ensure service provided is in a standard that is professional, meets quality criteria.
• Maintain good NPS and ACS scores through compliments.
• Maintain use of 'best practices' policies and procedures.
• Strive to deliver the highest standard of customer service and work output.
• Responsible for offering and selling additional Travelstart products and 3rd Party products with every booking.
• Accurate completion of all new bookings and issuance, invoicing, date change quotations, refund quotations, schedule changes and all other administrative responsibilities within expected timeframe.
• Other duties are consistent and within the scope of the position.

Skills And Qualifications

Personal Attributes

About The Team

The TS+ Team within the Operations Team supports the VIP services within the Group Travel Operations Division by supporting first-contact resolution for TS+ members.

Skills Required

Attention To Detail, Time Management, Gds, Teamwork, Customer Service, Problem-solving, Amadeus