Travel Consultant

dnata; Morong; On-site; PHP 335,000 - 536,000; Full time

Job summary

Etihad Airways' Contact Centre in the Philippines seeks a multilingual guest specialist who provides first call resolution in Korean, Mandarin, Japanese and English. You will assist with inquiries across website, reservations, ticketing, reissuance and refunds using Amadeus, Comarch, Salesforce and Microsoft Dynamics.

You will handle first-line complaints, conduct service recovery, translate calls, support quality and operations, and stay up to date with product changes.

Responsibilities

• Provide first call resolution for multilingual guest enquiries (Korean, Mandarin, Japanese & English).
• Support Reservations, Ticket issuance, Reissuance and Refund via multiple channels.
• Navigate Etihad Website and airline systems (Amadeus, Comarch, Salesforce, Microsoft Dynamics).
• Handle first level of complaints and provide resolutions where possible.
• Conduct service recovery for language calls and assist in complaint investigations.
• Stay updated on products, services, policies to ensure accurate information and proper implementation.
• Aim to achieve individual revenue, productivity and customer service targets.
• Maintain data protection and confidentiality for staff and customers.
• Support other departmental functions as required (Global Service Support, Refunds, etc.).
• Escalate priority issues to Team Leader when necessary.
• Analyze travel data and provide insights to internal customers.
• Identify potential booking issues impacting the business bottom line.
• Assist in crisis management during incidents related to department products.

Tools

Amadeus

Comarch

Salesforce

Microsoft Dynamics (Pulse)

Pulse

Job description

Key Responsibilities and Accountabilities

• Provide first call resolution for all guest enquiries (i.e. Korean, Mandarin, Japanese & English languages) and provide support to the Etihad website inquiry and other related products/services.
• Provide technical expertise in Reservations, Ticket issuance, Reissuance and Refund via different channels (Inbound call, emails, and etc)
• Process, action request and navigation expertise of Etihad Website, Amadeus, Comarch, Salesforce, Microsoft Dynamics (Pulse) and Etihad Reward Shop and any other relevant Airline applications
• Handle 1st level of complaint via different channels (Inbound call, emails and etc) and provide resolution whenever available.
• Conduct Service Recovery for Language Calls, i.e. Mandarin, Korean, Japanese, and English.
• Conducts Call translation and provides support to Quality and Operations in case of complaint investigation.
• Keep up to date on products, services, policies, and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance technical skills.
• Achieve individual revenue, productivity, and customer service targets to support delivery of team/departmental targets.
• Maintain data protection and confidentiality for both staff and customers.
• Support other departmental functions as required (e.g. Global Service Support, BUSOL, Refunds, Market Sales Support etc.
• Identify and elevate priority issues to a Team Leader, when necessary, to uphold quality of service to all Contact Centre customers
• Be able to analyze travel-related data and provide analysis and intelligence to internal customers
• Identify potential issues with bookings that impact the business bottom line based on known red flags
• Acts on crisis management during untoward incidences pertaining to any product sold by the department.
• Stay fully knowledgeable on all aspects of each Contact Centre account. Subject matters include but are not limited to revised Standard Operating Procedures, new products, and promotional campaigns.