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SutherlandJob description Duties and Responsibilities: Sales, support and assistance: handling customer contacts. Customer contacts are regarded to be all ways of communicating with the customer, including calls, e-mails, social media (like Facebook, Twitter, chat etc.) queues, etc. Bookings, Fare quote, Reissues, EMD's, Fare Upgrades, Fare differences; Queue handling; Back office work; E-mail sales and assistance; Internet Support; Advise regarding interpretation of fares and rules/regulations; Assist with product support; Assist with Group Reservations; Support problem solving and assist regarding reservations' matters; Provide accurate statistical and performance related information; Report system errors of fares and in reservations’ system to Team Manager; Back-up for other departments upon Manager's request; Handling other work-related duties upon Managers request; Achieve all established KPI’s; Mark attendance accurately in the attendance tool every day, following the procedures; Login to all the tools and be ready to handle customers when shift starts; Adhere to the rules and regulations of Sutherland and the Client; Job Qualifications: Excellent communication skills - Finnish and English, German and English, French and English, Polish and English KPI´s goals and quality targets are met (for minimum up to 80%) for previous 6 months Ability to understand customer needs and motivated to provide maximum customer satisfaction Ability to work independently and under pressure Responsible / dependable A positive attitude
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