EY Travel Telephony Support 

Philippines, Taguig 

156133015

GDS Job DescriptionFunction: Supply Chain Services Skill Level: n/a Rank: Associate – 66
Sub Function: Travel, Meetings & Events Reports to: Supervising Associate

Essential Functions of the Job:

Determining travellers needs, conducting thorough research on issues, addressing inquiries, resolving problems, and offering solutions within the defined service scope.
Adhering to established call management procedures and protocols.
Complying with standard communication practices, from greeting and paraphrasing to identifying issues/queries and providing suitable resolutions/answers.
Juggling multiple tasks such as handling calls, engaging in chat, and managing email communications.Upholding excellent telephone manners.
Ensuring high levels of traveller satisfaction through effective interaction.Documenting interactions with travellers.
Performing various tasks like retrieving information from internal sites, data entry, and generating reports.
Updating request logs and work tracking systems.
Proposing ideas for process enhancements based on personal insights, alternative solutions, and industry experience.Escalating unresolved or unanswerable queries/requests to the supervisor.
Recording traveller complaints and feedback.
Reinforcing traveller confidence by delivering a satisfactory experience.Managing designated email inboxes and addressing queries within the support scope.
Distributing communications to New Hires with helpful links and information related to Travel.Manually updating the ISOS tool with missing traveller itineraries.Undertaking miscellaneous tasks such as information retrieval from internal sites, data entry, and report generation.
Maintaining request and process tracking logs in MS Excel.

Knowledge and Skills Requirements:

Proficient in both oral and written English, demonstrating exceptional communication capabilities.Proactive and self-motivated, capable of operating independently with minimal oversight.Strong interpersonal abilities, adept at engaging with diverse individuals.
In-depth understanding of the travel sector within a global context.
Open and adaptable to working within multicultural and varied environments, with a keen sensitivity to cultural variances.
Capable of managing multiple tasks simultaneously, with excellent prioritization, organization, and time management skills.Advanced proficiency in the use of Microsoft Office suite, particularly MS Excel and MS Outlook.

Job Requirements:

Any graduate or above, preferably from Travel related discipline

2-4 years of experience working in an international call centre handling callsExperience in Travel Industry is an added advantage
Must have good experience in using MS Excel and MS Outlook

Other Requirements:
Prepared to engage in rotational 24x5 shift patterns, providing coverage across Australian, UK, and US time zones.

This job description is intended as a guide to reflect the principal functions of the job. However, it is not an all-inclusive listing of the required job functions and functions may vary depending on the particular geographic location of the job and/or the manager. Further, the job description is subject to change at the discretion of management.

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