Customer Support (DE) - Executive

The main responsibility of this role is servicing inbound calls from online business travel clients needing website navigation assistance in making online corporate travel arrangements

• Processing Navigation Support requests using client specific applications and any other systems/ tools required to complete the tasks, received either via calls or emails;
  • Password reset, end to end navigation on the booking tool to create a booking, replicating the client booking and if required - escalating to Level 2 support for further investigations in the prescribed format.
• Following travel policy, navigation support instructions as per the information received from client point of sales;
• Handling incoming calls for customer servicing activities, providing extraordinary customer service;
  • Ensure optimum customer service through effective use of the OBT, positive telephone service techniques, respond to special customer requests added in the bookings made on-line and maintain excellent client relations.
• Performing website troubleshooting support to customers;
• Replicating and reporting site issues;
• Qualifying customers’ needs;
• Tracking and learning new account site information as implemented;
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Ensure that the response times and the quality of the transactions is in compliance with predefined time and quality parameters; 
• To ensure adherence to established attendance schedules;
• Contributing with suggestions of process improvements where applicable;
• To accomplish any other essential function that may occur from time to time as directed by the Supervisor to help to identify inefficiencies to the process and assist to drive process improvements activities.

Technical Skills

• Good computer navigation skills 
• Internet/website knowledge
• Strong PC skills, with knowledge of Microsoft Office

Process Specific Skills

• Foreign language requirement (German & English : written: advanced; spoken: advanced; comprehension: advanced)
• Knowledge about the Travel Domain  - preferred

 

Soft Skills (Minimum)

• Excellent Communication Skills, both written and spoken – clear verbal communication
• Business awareness 
• Customer Service Focus
• Active listening skills
• Self disciplined and result oriented
• Team work/ Managing Self / Adaptability 
• Ability to multi task
• Problem Solving
• Data gathering ability/ Eye for detail
• Openness to Coaching and Feedback
• Highly adaptable to a fast paced, ever changing environment

EXL (Nasdaq: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 55,000 employees spanning six continents. For more information, visit  www.exlservice.com.

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservi