JOB ACCOUNTABILITIES

1 Provide first call resolution for all guest enquiries and OBE (online booking engine support) through application of technical expertise in reservations, ticket issuance and re-issuance.
2 Comply with set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, e-mails, etc.) for inbound calls across all markets/functions in order to ensure customer confidence, satisfaction and loyalty.
3 Keep up to date on EY products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance technical skills.
4 Achieve individual revenue and customer service targets to support delivery of team/departmental targets.
5 Support implementation of new technology and work methods to sustain ongoing process and quality improvement processes. 
6 Maintain data protection and confidentiality for both staff and customers.
7 Support other departmental functions as required (e.g. ticketing & E-Services desk, preflight checks, service desk, etc.)

QUALIFICATION & EDUCATION, EXPERIENCE, TRAINING & KNOWLEDGE

Qualification & Education:

Essential
Education to at least secondary level is required, 

Preferable
Courses in reservation and ticketing.

Experience:

Essential
Post holder will have at least 0-2 years customer service experience

Preferable
Contact centre experience 

Training & Knowledge:

Essential
Excellent verbal communication skills 
Fluent in English and Russian
High computer literacy

Preferable
Knowledge of contact centre operations
Training in Sabre reservation and ticketing
Fluent in Arabic and additional languages

Anna Savchuk
Professional Recruiter
aworkabroad.com
anna.savchuk@aworkabroad.com
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