Customer Service Specialist

4 weeks ago


Knoxville, United States IGT Solutions Full time

ACTIVITIES PERFORMED ON THE JOB

  • Handling cases:
  • Receiving contacts from customers and suppliers (airlines) and providing needed assistance via the following communications channels: phone, email and chat
  • Making outbound contacts in order to proceed further with received requests
  • Proceeding with requests of flights cancellations or flight details’ amendments; providing information on bookings to the customers
  • Serving as backup for EN team when required due to business needs
  • Handling cases that need dedication skills or more difficult cases; cases are assigned to the agents by Team Managers or Team Captains
  • Follow-up on pending cases:
  • Following up on those cases where agents need to get updates from other departments such as IT Team or suppliers
  • Handling the pending cases that are assigned to the agents by Case Management team
  • Communication with other departments:
  • Providing feedback to Product team with assistance of Team Managers or Team Captains on new products of the company
  • Collaborating with Learning & Development team on corrections for the existing procedures and bringing suggestions for potential processes
  • Memos/updates on procedures and case handling:
  • Agents to be enrolled in online courses and complete them on time
  • Exchanging experience by working across language teams


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