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.
