airline Account (non-voice) - cebuConduent

CSR FOR INTERNATIONAL AIRLINE NON-VOICE ACCOUNT
 
Job Highlights
Competitive Salary Package
Career Advancement
Specially looking for talented candidates
Job Qualifications:
At least 2nd year College level or Senior High School Graduate
With at least 6 months BPO experience
Can type at least 30 wpm
Job Track Description:
Performs business support or technical work, using data organizing and coordination skills.
Performs tasks based on established procedures.
In some areas, requires vocational training, certifications, licensures, or equivalent experience.
General Profile
Expands skills within an analytical or operational process.
Maintains appropriate licenses, training, and certifications.
Applies experience and skills to complete assigned work.
Works within established procedures and practices.
Works with a moderate degree of supervision.
Functional Knowledge
Has developed skillset in a range of processes, procedures, and systems.
Business Expertise
Supports the achievement of company goals by integrating teams for the best outcome.
Impact
Impacts a team through quality of services and information provided.
Follows standardized procedures and practices and receives moderate supervision and guidance.
Leadership
Has no supervisory responsibilities.
Manages own workload.
Problem Solving
Ability to problem solve, self-guided.
Evaluates issues and solutions to provide the best outcome for the client and end-users.
Interpersonal Skills
Exchanges information and ideas effectively.
Responsibility Statements
Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
Identifies customer needs by referring to case notes and examining each as a specific case.
Performs routine call center activities concerning business products and services.
Uses standard scripts and established guidelines and under supervision, to meet SLAs.
Provides customers with information that is specialized and communicated in a warm empathetic manner.
Gathers all necessary information to update the database.
Escalates issues to senior levels, based on complaints or concerns.
Explains company policies to customers.
Performs other duties as assigned.
Complies with all policies and standards.