Airline Customer Service Consultant

IGT is a leading global organization focused solely on Travel Technology, delivering comprehensive services and solutions to travel corporations worldwide across Information Technology (IT), Business Process Management (BPM), and Digital Services & Solutions.

Our commitment is to offer equal employment opportunities to all individuals based on job-related qualifications and the ability to perform, without discrimination based on age, gender, gender identity, sexual orientation, race, color, religion, creed, disability, genetic information, or marital status. We strive to maintain a non-discriminatory environment, free from intimidation, harassment, or bias.

IGT’s service offerings encompass the entire spectrum of business operations and technology within the travel and hospitality domain.

Duties & Responsibilities:

  • Possess in-depth knowledge of business travel, services, and value propositions.
  • Follow explicit instructions and guidelines to investigate, resolve, and process a high volume of customer inquiries, ensuring value delivery at the first point of contact.
  • Identify and understand customer needs to consistently provide high-quality service.
  • Effectively promote the client’s products, enhancing customer experience and loyalty.
  • Provide accurate information on products and services for organizational consistency and reliable customer service.
  • Escalate queries, complaints, and operational or regulatory risks to the relevant team for timely resolution.
  • Take action 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 company and department standards, policies, and procedures.
  • Follow procedures to promote a culture where customers are treated fairly and properly informed.
  • Possess a high degree of patience, influencing, persuasion skills, and assertiveness with excellent rapport-building skills.

Desired Experience & Qualification:

  • Good knowledge of ticketing and fares.
  • Proficient in 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, particularly Sabre, is highly advantageous.
  • Good understanding of fare rules and the ability to read them.
  • International destination/geographical knowledge.
  • Strong knowledge of business travel product, international travel products, airfares, itineraries, routing, and airlines.
  • Comfortable working in a fast-paced 24*7 environment from the office.
  • Driven by a passion for helping others and providing exceptional customer experiences.
  • Excellent interpersonal skills with the ability to build rapport with every customer.
  • Strong attention to detail.
  • PC literate with speed, accuracy, and navigation skills.
  • Knowledge of the travel/aviation/airline industry.

Package & Remuneration:

  • Competitive Salary plus nightshift allowance.
  • Collaborative Work Environment.
  • Opportunities for Growth.
  • Free medical insurance.
  • Free transportation (Shifts – 6 pm to 6 am).

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