I Fly Now

Thane West

If you want to make a career in the travel industry, and want to have international Air travel related exposure, here is a golden opportunity for you.About the companyI Fly Now is an outsourced call center of Gaura Travel, (gauratravel.com.au) which is one of the leading Airline ticketing agencies in Australia. We are located at Wagle Industrial Estate, Thane. We are an Airline Ticketing company where we guide passengers to book tickets online and also calibrate ticket sales phone calls of Air travel passengers, travelling from Australia to India & vice versa.What do we do ?1.We assist passengers to book their Air ticket through our website.2.After booking the ticket, we assist passengers with their queries and ticket changes through our customer service call centre.3.We calibrate/audit the sales calls and customer service calls and score them.4.We provide feedback to the sales agents and CS agents to improvise the service. Whom do we want ?1.You should be over 18 plus years old.2.Have basic computer knowledge.3.12th pass or Graduate.4.Good English communication skills.5.Candidates located in or close by to Thane will be preferred.6.Ready to work in shift of 5.00 am to 2.00 pm or 2.00 pm to 11.00 pm7. Candidates having experience in BPO/ Call centre with English communication skills will be given preferenceWhat do you do?1.Answer inbound /outbound calls.2.Solving customer queries.3.Updating data with software or excel.4.Reporting about call details to manager.5.Any other work assigned by your reporting manager.6.Following communication protocols, rules and policies.What do you get?1.Permanent job.2.Shift allowance. 3.Early attendance allowance. 4.Free On The Job training.5.No salary bar for the right candidate.

Responsibilities:Maintain and develop internal support and call center quality standards;Review a subset of support agents conversations (calls, emails, chat, etc) on Klaus;Assess support interactions based on internal standards;Accompany evaluations with meaningful and constructive feedback;Discuss and explain feedback with agents in regular meetings;Analyze all customer service metrics (e.g. CSAT, FRT, IQS) and how the support teams performance affects those KPIs;Create strategies to improve support KPIs;Help agents improve their performance with specific instructions and constant support;Map the need for training and onboarding programs and initiate these projects;Monitor customer service performance on the agent and team level;Create reports that reflect support performance;Report support teams performance to higher-ups;Participate in calibration sessions to maintain consistency in internal evaluations;Contribute to the team culture in a positive manner.Requirements:Experience in the customer service space;Proven track record of analytical skills;Hands-on experience in quality assurance;Great people skills and ability to communicate (negative) feedback;Good organizational skills, knowledgeable in goal-setting practices;Examples of data visualization abilities and understanding of support metrics;Perception of basic business metrics and how support impacts those;Problem-solving capabilities to create meaningful strategies to improve support quality.