Account Description – Airline Account (Wipro BPO)

The Airline Account at Wipro BPO provides customer service and back-office support for one or more international or domestic airline clients.

Agents in this account handle flight-related services — including reservations, ticketing, booking changes, cancellations, baggage issues, flight schedules, and loyalty program support.

The main goal is to assist passengers and ensure a smooth travel experience, while maintaining airline service standards and complying with aviation regulations.

Key Responsibilities

• Customer Assistance:
• Handle inbound calls, chats, or emails from passengers regarding flight bookings, rebooking, cancellations, refunds, and itinerary inquiries.
• Provide accurate information about flight schedules, fares, seat availability, baggage policies, and travel requirements.
• Ticketing and Reservations:
• Assist customers with new reservations and ticket issuance through the airline’s booking systems (e.g., Amadeus, Sabre, Galileo).
• Modify or cancel reservations as per airline policies and fare rules.
• Travel Support:
• Support passengers during irregular operations (flight delays, cancellations, schedule changes).
• Coordinate with airport or airline departments for special service requests (wheelchair, meal preferences, etc.).
• Refunds and Billing:
• Process payment-related issues, refunds, and travel vouchers.
• Verify transaction details and handle billing discrepancies accurately.
• Loyalty Programs:
• Handle inquiries related to airline frequent flyer or loyalty programs.
• Assist members with enrollment, miles redemption, and account updates.
• Compliance and Quality:
• Follow all airline procedures and aviation guidelines.
• Maintain confidentiality of passenger data and comply with service-level agreements (SLAs).
• Performance and Teamwork:
• Achieve targets in AHT (Average Handle Time), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
• Collaborate with other departments to resolve complex customer concerns.

Job Requirements

QUALIFICATION 1:

• SENIOR HIGH SCHOOL GRADUATE
• WITH 6 MONTH BPO EXPERIENCE

QUALIFICATION 2:

• COLLEGE GRADUATE
• WITH OR WITHOUT BPO EXPERIENCE

VIRTUAL PROCESS ( NEED LAPTOP OR DESKTOP ) REQUIRED