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Contributor Product Analyst

Date: Feb 7, 2019

Location: Bangalore, IN, 560066

Company: Sabre

Req ID: 45122

Job Family: Contact Center

 

Operating in 29 markets across Asia Pacific, with over 2000 local staff, serving premium top blue-chip customers in the travel industry - from travel agencies, airlines, hotels, car rentals and insurance providers. Sabre have grown our presence significantly over the years, in order to tap on the immense potential of the world’s fast growing region. Sabre’s end-to-end technologies help create a differentiated portfolio of solutions and services driven by data and insights on how travel business operates in Asia Pacific. We help our travel partners create better customer experiences, optimise business operations and enhance competitiveness. As we continue to grow in the region, our people are AND will always be our biggest asset & investment, where we continue to bring together the best talent and help them achieve their own career aspirations in a truly global company.

Job Description

AirVision and AirCentre Product Analysts are the first point of contact for assistance to airline customers using Sabre products and solutions.

Support is provided through phone, email and eService, with available resources and tools to perform the job function.

Responsibilities:

• Staff the Customer Care desk in order to provide email, telephone and  eService technical support to our customers on a 24/7 support operation.

• Call identification, escalation, and coordinating problem resolution, as needed, following documented procedures.

• Conduct first level problem analysis and diagnostics, record call information, maintain histories and resolutions in Siebel as required.

• Make a conscious effort to contribute value-added service and ideas to our customers.

• Communicate effectively in written and spoken English with co-workers and customers around the world.

• Demonstrate independent problem solving as well as effective team skills.

• Demonstrate a strong commitment to customer service, flexibility, teamwork, and the success of the Support Desk.

• Assume responsibility for your own training and increasing their knowledge base as it relates to this position, making a personal commitment to use all resources available to achieve this goal.

• Demonstrate ability to perform all position related tasks and master position requirements while providing a superior level of customer service in order to earn advancement.

• Receive average score of 80% or better on monthly quality control checks

• Consistently meet established KPI targets as defined on the DPM

• Show intermediate proficiency using Siebel CRM tool

• On-call duties may be required

• Collaborate with the development of new team members by being part of the mentor program and assist in OJT process

• Ensure accurate distribution of work volume among the team

• Demonstrate sense of urgency for sensitive issues

• Ability to handle critical issues, communicate with other teams during the problem resolution process and communicate (notifications) to internal and external customers

• Participate in customer visits and cutover support

• May be required to provide training to new hires, colleagues and/or customer

• Ability to create and maintain procedural documentation, CIR etc

• Multi-tasking ability

Job Requirements

Requirements:

Bachelor's degree or equivalent technical experience strongly desired.

For AirCenter and AirVision, strong experience in technical troubleshooting is required

Strong knowledge on SQL.

Proficient English written and oral communication skills. Command of a second language would be desired.

Identify problems and be able to determine when appropriate escalation is required

Must be willing to travel

Attention to detail.                           

Must be organized and able to multi-task

 

Sabre Corporation is the leading technology provider to the global travel industry. Sabre’s software, data, mobile and distribution solutions are used by hundreds of airlines and thousands of hotel properties to manage critical operations, including passenger and guest reservations, revenue management, flight, network and crew management. Sabre also operates a leading global travel marketplace, which processes more than US$120 billion of global travel spend annually by connecting travel buyers and suppliers. Headquartered in Southlake, Texas, USA, Sabre serves customers in more than 160 countries around the world.

 

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