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Posted May 13, 2022 13 views
PKR. 35,000 - 90,000/Month
Key Responsibilities & Duties:
- Team is handling Customer care and Online calls for 6 hours a day, we have designed their slots time wise due to COVID 19 to maintain over all work flow.
- They are being assigned number of Customer care / Online emails on daily basis, on an average 30 emails per agent a day along their personal emails.
- They are being assigned Modification (Date change, Upgrade and Name Correction) and Refund cases according to the requests are being received on daily basis.
- They follow up their assigned cases (Modification & Refund) as much as they can with the supplier / customer (s) on daily basis and try to convert into profit.
- Create sub-folders VIA PenAir
- Create sub-bookings VIA TMS
- For any Modification / Refund is done, they update the TMS by comments and statuses in bookings and modification / refund section too.
- Additional tasks are assigned to the agents according to their skills and capability.
- Assigned agents deal complaint query (s) via calls and emails and keep the track at their end until case closes.
- Assigned agents deal with the case (s) via calls and emails and keep the track at their end update to the authority accordingly
- Assigned agent (s) provide alternate to the customer, if we are unable to provide the ticket (s) or any schedule change / cancelled un-ticketed booking (s), If needed.
- Assigned agent escalate all the refunds to the FINANCE accordingly as advised.
- When the Pandemic started, refunds were being dealt by everyone due to the flux on it, some of the refunds are not yet received or applied, so the agents who are coming across with these cases, they follow up with the supplier and keep a track of that and update to customer (s) accordingly.
- When the chargeback receives, normally the concern agent (s) is being contacted to provide the required information from the FINANCE team on call or via email.
- When passengers come to check about the ticket status then according to the ticketing team, we advise the same to the customer and try to keep the track of that until gets issue.
- We cannot attempt for reviews to everyone customer whose cases are being resolved currently due to the current circumstances cause normally passengers are unhappy even they get their refunds but with every potential and happy customer they attempt for positive feedbacks.
- As per the current situation where we are unable to process the refunds instantly who are due on us already, so by checking the best feasibility we advise the time frame and try to keep a track as advised and follow up accordingly with the FINANCE team.
- Once the refunds are processed, just to complete the email circulation we send a courtesy email that refund has now been processed and try swift attempt for review by checking the case background.
Requirements, Skills & Qualification:
- 2+ years relevant experience in Customer Support Department
- Strong phone contact handling skills and active listening.
- Customer orientation and ability to adapt/respond to different types of characters.
- Excellent communication and presentation skills.
- Ability to multi-task, prioritize, and manage time effectively.
- Minimum Qualification O’ levels , A’levels , Intermediate or Graduation.
Job Details
Industry:
Functional Area:
Total Positions:
6 Posts
Job Shift:
First Shift (Day)
Gender:
No Preference
Minimum Education:
Bachelors
Career Level:
Experienced Professional
Minimum Experience:
3 Years
Apply Before:
Jun 14, 2022
Posting Date:
May 13, 2022
Zonalgo Pvt Ltd
Information Technology · 51-100 employees - Karachi
Zonalgo Pvt. Limited is a decade known UK based travel solutions provider and a digital agency, having presence in United Kingdom and Pakistan. It has been involved in several projects with many international and local clients. From BPO to IT Solutions, Customer Support, Marketing, Design & Branding of the company; everything is being offered by Zonalgo Pvt. Ltd.
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