Customer Service Agent at Ascentech Services Limited

Education:  B.sc in Mass Com, Bus Admin and Management
Additional: IATA or others Customers Care certificates is a plus 
Experience: 1-3 years in Customers care service or Call centre Agent
Sex: Females

Job Summary
Responsible for building client interest in the company by professionally and effectively handling client’s enquiries about company products, manage clients travel(s) i.e. deliver world class and cost effective travel planning.

Duties & Responsibilities

• Managing Client’s communication via telephone, emails, live chat and other communication platform approved by the company.
• Handling of Customer inquiries and complaints, resolution of issues professionally and effectively in line with defined company policies and procedures.
• Perform the duty of a call center agent by responding to customer’s request, work out the travel routes and schedules for customers via phone and or email.
• Attend to web mails and live chat from company’s website and provide solutions/advice in a world class manner.
• Make outbound business calls for the purpose of telemarketing functions and provide relevant information as regards travel related services.
• To attend walk-customers’ travel request, providing solutions, and best alternatives where necessary.
• Plans route and compute ticket costs, using schedules, rate books and necessary software.
• Package unique and memorable experiences for customers in line with budget including tickets, hotel accommodation and other unique features for customers and schedule trip appropriately.
• Provide clients with necessary information/ details including visa documentation requirements needed in making informed travel decisions.
• Handling of customer enquiries, complaints and resolution of issues professionally and effectively in line with defined company policies and procedures.
• Ensure a proactive approach in handling enquiries and complaints such that issues will be resolved in the most effective manner.
• Ensure prompt escalation of unresolved issues to the necessary department/supervisor and follow up complete resolution.
• Ensure excellent brand experience to the customer through polite, courteous, prompt and informative encounter always.
• Ensure optimal use of the company’s feedback system to aid management decision making process and provide information necessary for departments to create “tailor made products/services”
• Ensure adherence to industry regulations in the performance of their duties
•  Perform additional duties and responsibilities as may be assigned.

Key competence requirements
Knowledge

• A demonstrable interest in travel.
• Good time management skills.
• Good knowledge of Nigerian travel   industry including regulations, tariffs, policies and procedures.
• Knowledge of immigration laws.
• Good working knowledge of airline services including destination points.

Skills / competence

• Good interpersonal and listening skills
• Good communication skills (oral and written)
• Good problem solving / negotiating skills
• Good multi- tasking ability
• Good relationship management
• Good level of attention to detail
• Good level of MS tools appreciation
• Good command of spoken English
• Customer service orientation