Officer, Call Centre

**Reports To**:Executive, Distribution**Role Purpose**:To assist passenger to make flight reservation, enquiry and handling flight cancellation / retime seasonal and ad-hoc.**Key Accountability**:- To use the system and facility provided to answer incoming calls and respond to airline customers inquiries with proper customer service etiquette.- To provide airline customers with the airline's product and service information and to drive sales for the products and services.- To assist customer with any flight booking / reservation related matters using Navitaire SkySpeed system.- To handle and resolve airline customer complaints.- To follow-up and arrange to deliver the airline services/ products at a satisfactory level- To ensure all information provided and transaction performed strictly complies to the airline's Standard Operating Procedures.- To ensure all affected passengers are reallocated and informed accordingly of their latest flight information.- To handle affected passengers who require further assistance with their flight arrangement, flight overbooked.**Qualifications & Working Experience**:SPM**Skills & Knowledge**:- Great personality.- Able to work in stress.- Willing to work under shift and assign at Airport / Event Travel Fair Support.