Chandrika Darjee

Key Responsibilities

I am currently responsible for managing offline cases and handling ticketing for all global markets. My role involves providing exceptional customer service, resolving complex travel-related issues, and ensuring accurate ticketing and booking processes.

• Managed and resolved customer inquiries and issues related to travel bookings, cancellations, changes, and other travel services via phone, email, and other offline channels.
• Maintained accurate and detailed records of all customer interactions and transactions for compliance and future reference.
• Collaborated with airlines, hotels, and other travel service providers to resolve complex issues that could not be managed online.
• Handling ticketing for a diverse range of global markets, which includes understanding various airline fare rules, regulations, and policies applicable in different regions.

• To manage different teams of tenured and non tenured agents
• Assist frontliners to resolve customer's concern on call
• Call Quality Monitoring/ Drawing feedback and checking quality maintenance
• Dip check in the process
• Introduction of training batches in process with call flow and other process education
• Up-gradation of business processes.