Deskripsi Pekerjaan
Are you ready to take your career to new heights? Conduent is seeking a dedicated and dynamic Customer Experience Associate II to join our elite team in Pasay City. In this pivotal role, you will represent a prestigious UK-based airline, delivering mission-critical support and premium solutions to travelers around the globe. As a partner to Fortune 100 companies, Conduent offers you the platform to work with industry leaders and cutting-edge technology.
At Conduent, we believe that our associates are our greatest asset. You won't just be answering calls; you will be the voice of a world-renowned airline, ensuring every passenger's journey is smooth, safe, and satisfying. This role is ideal for individuals who are passionate about the travel industry and thrive in high-energy environments where problem-solving and empathy are key. We provide a culture of growth, competitive rewards, and the opportunity to build a long-term career in the global BPO sector.
By joining our Pasay City operations, you will be part of a diverse and inclusive workplace that values innovation and excellence. We provide comprehensive training to ensure you are equipped with the skills needed to handle complex travel scenarios, from flight disruptions to VIP bookings. If you are a customer-centric professional looking to make a global impact, we invite you to apply and soar with Conduent.
Tanggung Jawab
- Manage end-to-end customer inquiries for a major UK airline, including flight bookings, upgrades, and cancellations.
- Provide real-time assistance during flight disruptions, rescheduling passengers and coordinating logistics efficiently.
- Handle premium account inquiries with a focus on high-touch service and passenger retention.
- Utilize Global Distribution Systems (GDS) and CRM tools to maintain accurate records and process transactions.
- Navigate complex UK aviation policies and airline-specific protocols to provide accurate information to travelers.
- Collaborate with cross-functional teams to resolve baggage claims and service-related complaints effectively.
- Maintain a high level of professionalism and empathy, ensuring a world-class customer experience in every interaction.
Kualifikasi
- At least 1-2 years of solid experience in a BPO environment, specifically handling international airline or travel accounts.
- Exceptional verbal and written English communication skills, with an emphasis on clarity and professional tone.
- Prior experience with GDS platforms such as Amadeus, Sabre, or Galileo is strongly preferred.
- Strong analytical and problem-solving skills, with the ability to multitask in a fast-paced environment.
- Availability to work in a shifting schedule, including night shifts, weekends, and UK holidays.
- High school diploma or equivalent; a Bachelor’s degree in Tourism, Hospitality, or a related field is an advantage.
- Must be tech-savvy and comfortable navigating multiple software applications simultaneously.