Cebu Airline Specialist PHL 6000

Job description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com. Job Description Role Purpose The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs ͏ PRINCIPAL RESPONSIBILITIES: Handle inbound and outbound calls from customers worldwide · Support all lines of business, including but not limited to reservations and loyalty membership · Provide service recovery when errors occur or escalate to a supervisor when required · Accurately document customer profiles and reservations · Handle customer complaints and aim to resolve issues on the first contact · Stay informed of and comply with all company policies and procedures, including Information Security Management System requirements · Keep company and customer information confidential and secure · Maintain data privacy, confidentiality, and compliance with security and customer verification requirements ͏ SKILLS REQUIRED: · Working knowledge of computers, MS office skills, Understanding of AI · 40 w.p.m typing skill with 90% accuracy · Good understanding of customer service and experience · Excellent spoken English and written communication skills. · No Regional Accent, Neutral Accent · Critical thinking and context understanding for complex scenarios · Good communication, articulation without literal translation · Correct construction of sentences · Excellent listening skills and learning skills · Team player · Clear understanding of job profile applied for · Ability to understand and apply airline policies, travel procedures, and customer service guidelines · Strong attention to detail when handling reservations, customer profiles, travel dates, and service requests · Ability to multitask across systems while maintaining professional customer interaction · Demonstrates empathy, patience, and ownership when handling complaints or service recovery situations · Strong problem-solving skills with the ability to make sound decisions in time-sensitive travel scenarios · Flexible to work rotational shifts, weekends, holidays, and peak travel periods as required · Leadership skills (not a critical parameter but would be an add-on ͏ CANDIDATE SPECIFICATIONS: Graduate of a four-year course Fresh graduates, without call center experience, must have CEFR C1 proficiency. Experience in other industries may also be considered. Undergraduates must have completed at least two years of college with no back subjects. Candidates must have at least six months of voice call center experience and CEFR C1 proficiency. The six months of experience must be recent and cumulative. Call center experience older than one year or split into two- to three-month periods over two years will not be considered. ͏ Deliver No Performance Parameter Measure 1 Process No. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback 2 Self- Management Productivity, efficiency, absenteeism, Training Hours, No of technical training completed Mandatory Skills: Customer Service( Reservation) . Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Apply Now Start applying with LinkedIn Please wait... Information at a Glance Get Job Alerts Receive notifications when we have open roles and get other relevant career news ">Register > Join Us Explore open roles that match your interests and skills ">Search Jobs > If you encounter any suspicious mail, advertisements, or persons who offer jobs at Wipro, please email us at helpdesk.recruitment@wipro.com . Do not email your resume to this ID as it is not monitored for resumes and career applications. Any complaints or concerns regarding unethical/unfair hiring practices should be directed to our Ombuds Group at ombuds.person@wipro.com . We are an Equal Opportunity Employer. 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