As a Senior Member Service Desk Agent , you will be responsible for offering all Privilege Club relatedservices in 24 / 7 / 365 environment to loyalty members.
The role will assistmembers with their queries related to QRPC account and provide a one-stopsolution for members regarding award booking, upgrades, ticketing and other loyaltyservices.
Key Accountabilities Member Servicing
Provide loyalty members who visit the memberservice desk clear and accurate membership information, answering questions andqueries clearly, delivering a professional and efficient service.
Make award bookings and issue tickets formembers providing an efficient and one-stop solution.
Assist members with their account informationand ensure issues are resolved in one visit to avoid inconvenience, escalationand complaints.
Ensure all redemption requests are processed,providing alternatives to the member where seats for their desired date oftravel is not available, to ensure that they are able to redeem their miles andtravel as desired.
Ensure tickets are issued correctly and auditcoupons are logged, ensuring the transactions are captured and accounted.
Process Upgrade on Departure requests.
Process UMNR request.
Process all QRPC related queries from members ina timely, professional and efficient way to ensure Member satisfaction.
Support all other QRPC related activities fromhead office.
If unable to resolve any member issues, escalateto the Supervisor to find a solution to avoid complaints and ensure the memberis satisfied / happy.
Make sure travel details have been correctlyreceived from members to avoid mistakes in transactions
Make certain that Q-miles are correctly deductedfrom the member’s QRPC account and that the ticketing information is updated inthe system to avoid audit queries.
Collect all fees and taxes (as per companypolicy and procedure) and ensure bookings are set up correctly for ticketissue, to avoid mistakes and errors.
Correctly issue tickets for members and ensureall details are correct.
Maintain an efficient filing system of all awardrequest forms so that they can be retrieved as and when necessary.
We are looking for a passionateexperienced professional to join Commercial team.
A successful candidate will have-
A bachelor’s degree qualification
Min. 1 -2 years of experience of providing excellentcustomer service and proactively improving customer experience.
Basic to Intermediate understanding of dashboardreporting tools e.g. PowerBI
Good understanding or enthusiasm for the airlineindustry.
Ability to understand customer data andcommunicate it in a concise and relevant way.
Strong communication and presentation skills.