SA3 - Inbound Customer Support - 22.02

BASIC FUNCTIONS:

• Agents will do the following:
• Customer Support
• Post-sales Support
• Booking and Reservations Rescheduling
• Cancellations and complaints.
• Possible credit card processing

KEY RESULT AREAS:

• Campaign Specific KPIs - TBD

COMPETENCIES NEEDED:

• Good Communication skills (minimal to neutral accent).
• Can handle calls, with good command of the
• English Language Verbally and Written
• Has Experience in the BPO Travel & Tours related LOB
• Will need to have high level of comprehension and critical thinking. Agents will use multiple tools and will need to be able to effectively navigate to provide accurate resolution.

QUALIFICATIONS:

• Can hold a conversation, knows how to ask questions.
• Seasoned agents are ideal. The preference are agents with at least 2 years of experience on Travel related LOB.
• Experience in using any of the ff platforms: - Sabre -
• Amadeus - Holland - Norwegian - Cruising Power
• Priority is to have cruise line customer support experience. Booking, rebooking, cancellations etc. The more agents have cruise line experience the better.