EY Travel Telephony Support 

India, Kerala, Kochi 

284127211

Essential Functions of the Job:

The main duties and responsibilities of this role include collaborating within a team setting to provide support to EY personnel, encompassing but not limited to:

• Responding to incoming calls from EY travellers.
• 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.
• Acclimating to EY-specific technologies, policies, and regional/country-specific procedures.
• Upholding excellent telephone manners.
• Ensuring high levels of traveller satisfaction through effective interaction.
• Achieving personal objectives and contributing to team goals.
• 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.
• Redirecting queries beyond the scope of services to the appropriate Travel Management Companies.
• Escalating unresolved or unanswerable queries/requests to the supervisor.
• Recording traveller complaints and feedback.
• Reinforcing traveller confidence by delivering a satisfactory experience.
• Encouraging travellers who booked hotels directly or through local offices to switch their bookings to EY’s Travel Management Companies.
• Managing designated email inboxes and addressing queries within the support scope.
• Researching online to verify the competitiveness of EY's negotiated hotel rates.
• Reviewing airfare quotes from Travel Management Companies for competitiveness against external or airline website rates.
• Reminding employees to update their profiles on the Travel request tool.
• Enrolling eligible US employees in the Frequent Flier program and removing those who are ineligible.
• Distributing communications to New Hires with helpful links and information related to Travel.
• Processing airline status match requests from travellers by either directing them to self-service options or coordinating with airline companies.
• Manually updating the ISOS tool with missing traveller itineraries.
• Manually inputting event and budget details into Cvent when data is absent.
• Undertaking miscellaneous tasks such as information retrieval from internal sites, data entry, and report generation.
• Maintaining request and process tracking logs in MS Excel.
• Participating in projects as a team member, focusing on initiatives and process improvements.
• Collaborating with internal stakeholders globally on various assigned projects.

Knowledge and Skills Requirements:

• Proficient in both oral and written English, demonstrating exceptional communication capabilities.
• Demonstrated excellence in customer service with a proven track record.
• Proactive and self-motivated, capable of operating independently with minimal oversight.
• Skilled in earning customer trust and fostering cooperative relationships.
• Strong interpersonal abilities, adept at engaging with diverse individuals.
• Collaborative team player with a positive impact in group settings.
• Competent in contributing effectively to virtual teams across various locations.
• 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.
• Experienced with online travel platforms across different countries, possessing substantial industry knowledge.
• Advanced proficiency in the use of Microsoft Office suite, particularly MS Excel and MS Outlook.
• Team-oriented with a record of contributing positively to team dynamics.
• Effective in virtual team collaboration, maintaining productivity and communication remotely.
• Outstanding customer service skills, with a history of exceeding service expectations.

Education:

• Any graduate or above, preferably from Travel related discipline

Experience:

• 2-4 years of experience working in an international call centre handling calls
• Must have good experience on Customer Relationship Management tools and data capturing
• Experience in Travel Industry is an added advantage
• Experience working in a team environment interacting with multi-national customers
• Must have good experience on Customer Relationship Management tools and data capturing
• Must have good experience in using MS Excel and MS Outlook

Certification Requirements:

Other Requirements:

• This role is based out of Kochi, India
• Prepared to engage in rotational 24x5 shift patterns, providing coverage across Australian, UK, and US time zones.

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets.