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 escalate 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.

Travel Consultant