Job Description Performance Management ensuring achievement of daily targets and adherence to Service Level Agreement (SLAs) specified Strong Intra-department relationship skills Handling escalated, sensitive cases and amicably closing with the customer Ensuring thorough knowledge of process-related details. The role involves extensive Out calling. Role involves taking customer calls and closing 15-20 customer complaints daily Handling Leadership escalations Comfortable to work in shifts and weekends/holidays Resilience in handling difficult situations and demanding customers The person should be both a team player and an individual performer to ensure escalations are managed seamlessly Effective skills on Root cause analysis, correction planning and execution Codeshare Process Expertise: Responsible for investigating and resolving customer complaints related to codeshare and interline bookings. This includes addressing issues such as denied boarding, discrepancies in details, and problems with E-tickets. The role involves handling various aspects of E-ticket functions, managing Tele type reject (TTY rejects) to synchronize Passenger Name Records (PNRs), and ensuring accurate air segment and passenger re-accommodation during flight disruptions. The expert is also tasked with responding to customer queries on travel, special services (SSRs), refunds, mishandled bags, and other services as per partner agreements. Compliance with partner agreements, a deep understanding of airline operations, and effective communication skills are crucial for success in this role.