Customer Service Agents

iHorizons

ACCOUNTABILITIES:

• Respond to customer queries over the telephone, email, fax, web chat, social media
• Maintain and generate reports as required
• Sell, up-sell and cross-sell products and services to the customer
• Complete fraud prevention checks
• Make outbound calls to customers to provide information as and when it is required
• Handling multi-products and services as required by the organisation after the necessary training has been provided
• Provide personalised customer service at the highest level.
• Escalate queries to senior Contact Centre staff as appropriate
• Supporting the preparation and execution of action plans, which increase reservation sales and associated business.
• Perform other department duties related to his/her position as directed by the Head of the Department.

Reservation and Ticketing

• Make new reservations and changes to existing reservations, quoting the correct fares and rules of carriage
• Issuance and re-issuance of tickets

Processing refunds

• Support other stations, CTOs or APOs for reservations related activities
• Support travel agencies for reservations related activities

Digital

• Navigating customers through the website to find information or complete a transaction

Amend online bookings

• Troubleshoot technical difficulties faced by customers on the website
• Support other stations, CTOs or APOs for Digital related activities

Loyalty

• Make new reservations/amend existing reservations for Loyalty members and deduct the corresponding miles from the back-office system
• Cancellation of existing bookings and addition of the corresponding miles

Data Protection

• Ensure that in performance of the role, all uses, disclosures and requests of any information (in any form) are done in accordance with data protection principles adopted by the Group and are limited to what is reasonably required to accomplish the intended business purposes of the use, disclosure or request.
• Comply with all relevant company policies and procedures regarding the use, processing, disclosure and security of any information (in any form) and ensure that all staff under my direct supervision are aware of and comply.
• Consult the Groups Data Protection Officer in matters related to data protection and privacy as appropriate