SSC (Shared Service Center)customer service representativeYour tasks will be… -Providing top-notch customer service and solutions to our clients via phone, e-mail and live-chat; resolving their issues and concerns in a timely and efficient manner -Information gathering, analytical troubleshooting and query research - Ensuring customer satisfaction and building long-term relationships with our clients - Escalation and management of contacts to agreed service levels - Handle queries regarding flight and seat changes - Keep accurate records of customer interactions and transactions and document customer interactions in the company CRM system -Follow up with customers after service is provided -Log/Validate all contacts on the provided case/call logging system. -Manage end to end all contacts logged, providing regular updates to customers on ticket status -Work to achieve individual and team goals -Assist with new hire mentoring -Continuous documentation validation. -Observe strict compliance to licensing, copyright and trademark legislation - Monitor ticket queues and handle tickets appropriatelyNecessary skills and experience: -Ideally, previous relevant experience in customer service or technical support -Excellent communication skills in English language (both in terms of writing and speaking with customers) - Experience in communication with customers - Multi-tasking skills & good time management -Excellent troubleshooting skills -Customer-orientated, proactive approach -Flexibility in adapting to changing requirements -Willing to work variable shift patterns -Experience on Process Managed Environment -Ability to apply analytical and investigative skills to resolve customer issues. -Ability to handle challenging support situations. -Technical skills with Windows OS Platforms - Microsoft Office Suite, including OutlookWhat we offer: -Competitive salary & Cafeteria -Comprehensive training and ongoing support to ensure you have the skills and knowledge to excel. - Career development and growth opportunities -Frequent company events - Modern office building, approachable easily both by car and public transportation - A vibrant and multicultural work environment that fosters teamwork, collaboration, and fun. - The chance to be part of a team that values innovation, customer satisfaction, and employee engagement.Preferred skills: -Experienced or open for working internationally, with different cultures -Preferably, having a technical attitude and a basic understanding of hardware, software, and different operating systems - Previous contact centre experience is desirable, but not essential
