- Provide first call resolution for all customer enquiries and OBE (online booking engine support) through application of technical expertise in reservations, ticket issuance and re-issuance.
- Comply with set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, etc.) to ensure customer confidence, satisfaction and loyalty.
- Achieve individual revenue and customer service targets to support delivery of team/departmental targets.
- Support implementation of recent technology and work methods to sustain ongoing process and quality improvement processes.
- Keep up to date on products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance technical skills.
- Maintain data protection and confidentiality for both staff and customers, ensuring attention to detail in all bookings.
- Be the voice of the brand.
- Support other departments as required.
- Adhere to company regulatory requirements such as data protection, data privacy etc