Responsible for handling inbound and outbound calls from any part of the globe that the call originates from Equipped to handle all general reservations and deal with changes to all reservations/tickets Provide refunds to passengers and answer general airline and reservation queries Handle Frequent Flyer program general 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 Timely follow up on any commitments made to the customer 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 Grads/undergrads with 2 years completion in college and able to produce TOR. SHS Graduate for new curriculum Flexible to work in a 24X7 environment 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)