Travel / Airline Customer Service Consultant - Cape Town Region
IGT Solutions
IGT Solutions (IGT) is committed to simplifying complex customer interactions while delivering a seamless experience. IGT provides integrated BPM, Technology and Digital Services & Solutions for clients across industries. IGT Solutions is a next-gen customer experience (CX) company, defining and delivering transformative experiences for the global and most innovative brands using digital technologies. With the combination of Digital and Human Intelligence, IGT becomes the preferred partner for managing (end-to-end) CX journeys across Travel and Hi-tech industries. Good Knowledge of business travel, services & value propositions Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries delivering customer value at first point of contact Identify and understand customer needs in order to provide a consistently high quality service Effectively promote the client's products and enhance customer experience and loyalty Provide accurate information on products and services to ensure consistency across the organization and provide a reliable and trustworthy customer service Escalate any queries, complaints and operational or regulatory risks to the relevant team to ensure they are handled and resolved in a timely manner Ensure action is taken to increase customer retention, loyalty and build a credible reputation Operate customer related information systems (GDS) to the required standard maintaining accurate and secure records Understand and adhere to the company and department standards, policies and procedures Adhere to procedures, in particular, to promote a culture where customers are treated fairly and are properly informed. High degree of patience, influencing, persuasion skills and assertiveness with excellent rapport-building skills Good Knowledge of ticketing & fares Good Knowledge of PNR creation, OSI/SSR Request update, Pricing, Ticket Issuance/re-issuance, Ticket Cancellation/Partial ticket cancellation, Divide PNR etc. on GDS Prior working experience on GDS -Sabre is great to have Good understanding of fare rules & must know how to read them International Destination/geographical knowledge Good destination information with a passion of business travel product knowledge Good knowledge of international Travel products, Airfares, itineraries, Routing & Airline Comfortable in working under fast paced 247 environment from office Driven by helping others and providing exception customer experiences. Excellent interpersonal skills with the ability to build rapport with every customer. Strong attention to detail. PC literate (speed, accuracy and navigation) Travel / Aviation / Airline – Industry knowledge Competitive Salary plus nightshift allowance Collaborative Work Environment Opportunities for Growth Free medical insurance Free transportation (Shifts - 6pm to 6am)
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