Subject Matter Expert-fulfilment - Pune, India - Flipkart

Flipkart
Flipkart
Verified Company
Pune, India

1 week ago

Deepika Kaur

Posted by:

Deepika Kaur

beBee Recuiter
Description

What you'll do:


  • Handle team queries. Assist team with complex ticketing, offline and reissuance queries.
  • Monitor team SLA, productivity, quality & AHT and drive improvement with required case scrubs & analysis.
  • Report bugs/breakages to tech and identify scope for automation within the processes.
  • Coordinate with diff depts to resolve escalations cases received from passengers and other teams.
  • Identify cases that could auto or incorrectly coming into the queue.
  • Coordinate with finance to identify untraced bookings and take necessary action.
  • Work on reduction of errors for BQ performers and validate all LOB errors.
  • Coordinating with the training and quality team for the individual's performance improvement.
  • Participating in internal & external calibration sessions with Quality/Operations.
  • Willing to work in rotational shift with rotational week off's.

What you'll need:


  • Graduate / Diploma /
  • IATA Preferred though not mandatory
  • Written & Spoken English & Hindi (neutral accent)
  • Currently working in Sr. executive / SME position for last 12 yrs.
  • Overall experience of 34 yrs in travel operations.
  • Should have analytical skills.
  • Working knowledge of GDS (Amadeus/Galileo ), ticketing, reissuance, cancellation & refunds.
  • Working knowledge of Sales force is a plus.
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