Handle mileage plus reservations and queries Able to make a service recovery in the event the agent understands that he has made a mistake or an error or get the same done through his supervisor Ensure accurate documentation of customer profiles/reservations Handle customer complaints and provide first time resolution Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems Keep all company information which includes customer information confidential and secured Senior High School graduate OR Completed at least 4 semesters in 1 course in college with no back subjects OR College Graduate (4 year course) With at least 18 months call center experience in any of these VOICE accounts – TELCO, TRAVEL or TSR Working knowledge of PCs e.g. MS Office Reasonable keyboard skills Generic understanding of customer service Need to have sound customer service skills and soft skills with prime focus being on customer satisfaction Excellent spoken English and reasonably good written communication skills. No Regional Accent, Neutral Accent Ability to verbalize thoughts Correct construction of sentences Grammatically correct English Good grasping power Excellent listening skills Should have patience and not be overawed by difficult situations Team player Reasonable analytical skills Understanding of job profile applied for Situation handling skills Leadership skills (not a critical parameter but would be an add-on) Customer Service( Reservation)