Title:  Contact Centre and Claims Agent

Job Description

• During the first call, responds to all passenger inquiries using expert knowledge related to reservations, ticket issuance, re-issuance, and refunds in the "Sabre" system, and provides OBE support (online booking engine support).
• Acts in accordance with established customer service standards (e.g., quality of speech, answering calls, emails, and handling queues) for incoming calls across all markets to ensure customer trust, satisfaction, and loyalty.
• Keeps informed about the company’s products, services, policies, and procedures to provide accurate information and properly implement the mentioned policies and procedures.
• Achieves individual revenue and service goals for passengers to support team and organizational unit objectives.
• Ensures the protection of data and confidentiality of information about employees and passengers.
• Provides support for online sales, identifies potential irregularities in the online booking system, ensures solutions are implemented, and reports to the responsible parties.
• Manages processes for correcting errors and daily reimbursement payments to passengers.
• Responds to feedback received from passengers and resolves complaints in cooperation with other relevant departments to retain customers, ensure compliance with service level agreements, and achieve other department objectives.

Requirements

• High school degree (IV)
• Minimum 1 year of work experience or successfully completed training for working with the Sabre reservation system
• English language - excellent, active
• Priority will be given to candidates who speak French, Russian, and/or German fluently
• Computer literacy (Word, Excel, PowerPoint)