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Engaged Employer

Ernst & Young

Compare

3.4

based on 10.8k Reviews

Video summary

1901 Ernst & Young Jobs

Travel Telephony Support

Ernst Young

3.4

based on 10.8k Reviews

2-4 years

Kochi

1 vacancy

Travel Telephony Support

Ernst & Young

posted 13d ago

Job Role Insights

Flexible timing

Key skills for the job

Data Entry Quality Assurance Supply Chain Management Consulting Risk Management Travel Management

+ 1 more

Job Description

The role of the Travel Telephony Support, Supply Chain Services, GDS ES will be to act as a first level of point of contact to EY employees for Travel related queries. This individual will follow a defined delivery process and toolsets that ensure a consistent level of service. The individual will have frequent interaction with Travelers, EAs, and internal stakeholders across the globe.

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 EYs 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.

Job Requirements

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.

Employment Type: Full Time, Permanent

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