Job Details
ACTIVITIES PERFORMED ON THE JOB
- Handling cases:
- Receiving contacts from customers and suppliers (airlines) and providing needed assistance via the following communications channels: phone, email and chat
- Making outbound contacts in order to proceed further with received requests
- Proceeding with requests of flights cancellations or flight details amendments; providing information on bookings to the customers
- Serving as backup for EN team when required due to business needs
- Handling cases that need dedication skills or more difficult cases; cases are assigned to the agents by Team Managers or Team Captains
- Follow-up on pending cases:
- Following up on those cases where agents need to get updates from other departments such as IT Team or suppliers
- Handling the pending cases that are assigned to the agents by Case Management team
- Communication with other departments:
- Providing feedback to Product team with assistance of Team Managers or Team Captains on new products of the company
- Collaborating with Learning & Development team on corrections for the existing procedures and bringing suggestions for potential processes
- Memos/updates on procedures and case handling:
- Agents to be enrolled in online courses and complete them on time
- Exchanging experience by working across language teams