Airlines Process | International Voice

Key Responsibilities :

• Customer Service : Handle inbound and outbound calls to provide assistance with flight bookings, cancellations, itinerary changes, and general inquiries related to airlines.
• Flight Reservations : Assist customers in booking flights, upgrading seats, and confirming details for international travel.
• Issue Resolution : Address customer complaints, resolve issues related to baggage, flight delays, cancellations, and rebookings.
• Flight Information : Provide accurate and timely information regarding flight schedules, check-in procedures, baggage policies, and other airline-related queries.
• Ticketing & Refunds : Assist customers with ticketing queries, cancellations, and processing refunds in accordance with airline policies.
• Customer Support : Offer pre-flight assistance, answer general inquiries, and provide post-flight support for international passengers.
• Maintain Records : Keep accurate records of customer interactions, flight bookings, cancellations, and service requests.
• Sales and Upselling : Promote value-added services such as seat upgrades, extra baggage, or travel insurance during interactions with customers.
• Escalation Handling : Escalate complex issues to the appropriate department or higher management if required.
• Adherence to SLAs : Meet performance targets such as call handling time, first-call resolution, customer satisfaction, and service levels.
• Compliance : Ensure all interactions comply with airline policies, travel regulations, and customer data protection standards.

Skills Required

International Customer Support, Ticketing