Rima Paul

• Deliver exceptional support to Air India customers through voice and email channels, ensuring a smooth and hassle-free travel experience.
• Handle end-to-end flight reservations, ticket modifications, cancellations, refunds, re bookings, and itinerary management.
• Resolve complex customer concerns efficiently while maintaining empathy, professionalism, and high customer satisfaction.
• Guide passengers on airline policies, baggage allowances, fare rules, travel documentation, and special assistance requests.
• Consistently achieve quality, productivity, and service-level targets in a high-volume customer service environment.
• Maintain accurate customer records and ensure compliance with airline policies and company standards.
• Supported new team members by providing detailed process training and addressing operational questions.
• Demonstrate strong ownership, leadership potential, and the ability to perform effectively under pressure.

Collaborate with cross-functional teams to resolve operational issues and improve customer experience.

• Guide passengers on airline policies, baggage allowances, fare rules, travel documentation, and special assistance requests.