Job Description



OBJECTIVE OF ROLE

IGT is looking for a Travel Expert, this role will responsible for supervising staff, assigning tasks, and reporting to superiors, as well as solving customer inquiries and problems and improving strategies and procedures.

KEY RESPONSIBILITIES

  • She/he will support agents in resolving customers issues.
  • Will take escalations raised by associates and may at certain times initiate to take over a call when an agent's call has gone beyond the call length threshold.
  • Will be the point of contact between the program and the client when an escalation is deemed necessary.
  • Will be responsible for disseminating and sharing to the entire LOB any resolutions that will affect future processes, new briefing items delivered by the clients that all agents must know about
  • Will perform any other reasonable tasks that may be assigned to him in support of the operational requirements of the team.


QUALIFICATION

  • Bachelor's or College Degree/Undergraduate/Senior High School or High School Graduate
  • Above-average communication and listening skills with good command over the English language
  • Keen to details as he/she will be doing back office audits
  • Can multi task as he/she will monitor calls on queue such as long calls, audit back office, handles escalation calls, take in calls during her/his shift.
  • Can work with less supervision
  • Availability to work in fixed/rotational shifts


ABILITIES

JOB TYPE

IGT Solutions (IGT) is committed to simplifying complex customer interactions while delivering a seamless experience. It 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. Established in 1998, with 100% focus on customer experience, IGT employs more than 20,000+ customer experience and technology specialists providing services to 75+ marquee customers globally. IGT's global footprint consists of 23 delivery centers in China, Philippines, Malaysia, India, UAE, Romania, Indonesia, Spain, Colombia and the USA EQUAL OPPORTUNITY DISCLAIMER It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds. ADDRESS & LOCATION Philippines, National Capital Region (NCR),

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