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Customer Service Executive

Job Title: Customer Service Executive
Contract Type: Permanent
Location: Singapore
Industry:
GDS
Reference: JOB_000166[903]
Contact Name: Naqiya Electricwala
Contact Email: naqiya@acihr.com
Job Published: December 12, 2016 10:52

Job Description

About the Company

Our client is a global Travel Commerce Platform, focused on providing distribution, technology, payment and other solutions for the global travel and tourism industry. They have a leading platform that enables travel providers, travel agencies, corporations and developers to search, share, buy and sell travel. 

 

About the Role

Provide Telephone Support

  • Assist subscribers on the phone with pleasant and professional advice pertaining to Galileo functions and services, respond to their inquiries in a timely manner.

  • Raise problem tickets for reported customer problems, monitor for resolution in a timely manner, rectify and escalate as appropriate.

  • Refer to local airline suppliers with regards to booking irregularities, co-ordinate and escalate as appropriate.

  • Prepare daily briefing to inform subscribers of special interest topics, enhancements and new functionality.

  • Responsible to maintain good relationship with local offices of Galileo, airlines and other suppliers.

  • Coordinate with internal technical department in case of technical related problems raised by subscribers.

 

Call Logging

  • Monitor call volume, log all incoming and outgoing calls.

  • Prepare weekly report for all logged calls, analyze on volumes and category of calls.

  • Monitor call volumes and report monthly on volume and variety of calls.

 

Training

  • Conduct Training for Reservation & Ticketing classes on regular basis for our Galileo subscribers.

  • Update training material as and when required.

  • Planning of training course schedules and send out invites.

  • Administration of subscriber training courses.

  • Provide internal training for team members.

 

The Person

  • Minimum 3 – 5 years agency/airline/CRS experience including the use of an automated reservation system.

  • Knowing one of the airline systems, preferably Abacus, Galileo and/or Amadeus as well as the GDS environment and competitive landscape.

  • Fluent written and spoken English and at least one other language

  • Knowledge of commercial issues affecting the travel industry.

  • Experience in handling telephone support and customer complaints.

  • Excellent communications, telephone, presentation and training skills

  • PC literacy and knowledge of technical connectivity issues.

  • Pleasant, cheerful, organized and with a positive and “can do” attitude.  Must be a mature, reliable and a responsible person to ensure that the problems are owned through to resolution.