Customer Support with English - Executive - FREXL005

The main responsibility of this role is servicing inbound calls from online business travel clients needing website navigation and e-invoicing assistance in making online corporate travel arrangements

Responsibilities

• Processing Navigation Support and E-invoicing requests using client specific applications and any other systems/ tools required to complete the tasks, received either via calls or emails;
• Password reset, end to end navigation on the booking tool to create a booking, replicating the client booking and if required - escalating to Level 2 support for further investigations in the prescribed format.
• Following travel policy, navigation support instructions as per the information received from client point of sales;
• Handling incoming calls for customer servicing activities, providing extraordinary customer service;
• Ensure optimum customer service through effective use of the OBT, positive telephone service techniques, respond to special customer requests added in the bookings made on-line and maintain excellent client relations.
• Performing website troubleshooting support to customers;
• Replicating and reporting site issues;
• Qualifying customers’ needs;
• Tracking and learning new account site information as implemented;
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Ensure that the response times and the quality of the transactions is in compliance with predefined time and quality parameters; 
• To ensure adherence to established attendance schedules;
• Contributing with suggestions of process improvements where applicable;
• To accomplish any other essential function that may occur from time to time as directed by the Supervisor to help to identify inefficiencies to the process and assist to drive process improvements activities.

Technical Skills

• Good computer navigation skills 
• Internet/website knowledge
• Strong PC skills, with knowledge of Microsoft Office

Process Specific Skills

• Foreign language requirement (English : written: advanced; spoken: advanced; comprehension: advanced)
• Knowledge about the Travel Domain  - preferred

Soft Skills (Minimum)

• Excellent Communication Skills, both written and spoken – clear verbal communication
• Business awareness 
• Customer Service Focus
• Active listening skills
• Self disciplined and result oriented
• Team work/ Managing Self / Adaptability 
• Ability to multi task
• Problem Solving
• Data gathering ability/ Eye for detail
• Openness to Coaching and Feedback
• Highly adaptable to a fast paced, ever changing environment