Sales Servicing Customer Care Agent

Job Description

The Customer Care Agent is responsible for handling general services and special segment services for LH/ LH Group. The aim is to ensure the highest level of customer service and satisfaction. In addition, the emphasis is on sales performance and efficient operations.

Tasks:

• Provide customer services that remain in the market to end customers and /or travel agents via phone, face-to-face, email, and/or queue.
• Carry out reservations, rebookings, M&M inquiries, and special service requests for end customers.
• Assist travel agents with all product inquiries including waitlist processing, cross-border requests, STPC inquiries, fare calculations, re-issues, RTW fares, or special service requests.
• Independently solve service and sales-related inquiries.
• Carry out defined market-specific segment servicing (e.g. IOM, marine business) with specific service requirements.
• Support station in case of Irreg handling, depending on local setup
• Handle VIP requests.
• Handle direct sales at front line counters of city or airport ticket office (CTO/ATO) if existing in the market.
• Carry out further service tasks as necessary, such as PPB, eXperts redemption requests, and B2C group requests.
• Support internal processes such as AD/ID bookings or SEAL requests.
• Handle ADM disputes and refunds in non-BSP markets.