Airline Specialist

Wipro; Cebu City; On-site; PHP 201,000 - 290,000; Full time

Job summary

Wipro in Cebu City is seeking a technical support specialist to provide effective service, resolve client issues, and escalate as needed to meet process SLAs. You will handle inbound/outbound calls, reservations changes, refunds, mileage queries, and aim for first-time resolution while maintaining customer confidentiality and adherence to company policies.

Strong English, good written and verbal communication, and basic MS Office experience are required.

Qualifications

• At least Senior High School Graduate OR completed college with no back subjects OR a College Graduate.
• Excellent spoken English and written communication skills.

Responsibilities

• Handle inbound and outbound calls from global sources.
• Process reservations changes and refunds.
• Answer general airline and reservation queries and handle mileage plus reservations.
• Aim for first-time resolution and escalate where needed to maintain SLAs.
• Maintain accurate documentation of customer profiles/reservations and confidentiality.

Skills

Customer service

English communication

Team player

Leadership (bonus)

MS Office

Patience under pressure

Verbal communication

Education

Senior High School or higher

2 years in college (no back subjects)

College graduate

Tools

MS Office

Job description

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

Job description:

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

• Responsible for handling inbound and outbound calls from any part of the globe that the call originates from
• Equipped to handle all general reservations and deal with changes to all reservations
• Process refunds to passengers and answer general airline and reservation queries
• Handle mileage plus reservations and queries
• Able to make a service recovery in the event the agent understands that he has made a mistake or an error or get the same done through his supervisor
• Ensure accurate documentation of customer profiles/reservations
• Handle customer complaints and provide first time resolution
• Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
• Keep all company information which includes customer information confidential and secured

• Working knowledge of PCs e.g. MS Office
• Reasonable keyboard skills
• Generic understanding of customer service
• Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction
• Excellent spoken English and reasonably good written communication skills.
• No Regional Accent, Neutral Accent
• Ability to verbalize thoughts
• Correct construction of sentences
• Grammatically correct English
• Good grasping power
• Excellent listening skills
• Should have patience and not be overawed by difficult situations
• Team player
• Reasonable analytical skills
• Understanding of job profile applied for
• Situation handling skill
• Leadership skills (not a critical parameter but would be an add-on)

• CANDIDATE SPECIFICATIONS:

  • At least Senior High School Graduate OR completed at least 2 years in college (withno back subjects) OR a College Graduate
  • With at least 6 months of call center experience
  • Experience in similar role may be required in specific programs with varying years of experience

Deliver

No Performance Parameter Measure1ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2Self- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completed

Mandatory Skills: Customer Service( Reservation) .

Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention.