Job Title : Agent Level (Grade DN.01 - DN.04) Department : Bangalore Contact Center Reports To (Title) : Team Leader Last Updated on : March 2022 1. JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREA ? To provide services to Etihad Airways. ? To provide first call resolution for all customer enquiries and OBE (online booking engine support) through application of technical expertise in reservations, ticket issuance and re- issuance ? To comply with set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, etc.) in order to ensure customer confidence, satisfaction and loyalty. ? To achieve individual revenue and customer service targets to support delivery of team/departmental targets. ? To support implementation of new technology and work methods to sustain ongoing process and quality improvement processes. ? To keep up to date on products, services, policies and procedures to ensure accurate information and correct implementation to take initiati
