Officer - Digital Support Almosafer

About the Job:

As a Customer Care Agent, you will be responsible for assisting customers through multiple communication channels, including voice (phone) and non-voice (email, whats-app, ...) interactions. Your primary goal is to provide exceptional support related to After-sales booking flights, hotels, and other travel-related services, ensuring a satisfying customer experience.

Responsibilities:

• Provide assistance to customers regarding their flight, hotel bookings, and related travel services in the after sales part.
• Maintain up-to-date knowledge of company products, services, and policies to accurately address customer inquiries.
• Handle queries, complaints, and requests via phone, email, whats-app, and Social media channels and others.
• Utilize the following platforms: (Communication platforms - CRM - Bookings Hub - Google Workspace - GDS - Other booking portals).
• Assist customers with modifying reservations for flights, hotels, and associated services.
• Maintain a professional and positive attitude while interacting with customers.
• Engage with customers to enhance their experience, ensuring satisfaction and loyalty.
• Accurately record and maintain customer information, including booking details and communication history, in the customer relationship management (CRM) system.
• Ensure compliance with data protection policies.
• Work closely with other departments to provide end-to-end solutions for customers.
• Assist colleagues during peak periods or high workloads.
• Collaborate with the Risk Management & Loyalty team.
• Process refunds as needed.