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    Customer Service Specialist - Knoxville, United States - IGT Solutions

    IGT Solutions
    IGT Solutions Knoxville, United States

    4 weeks ago

    Default job background
    Description

    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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