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SCS - Travel Telephony Support 2

Location:  Kochi
Other locations:  Primary Location Only
Salary: Competitive
Date:  23-Jun-2022

Job description

Requisition ID:  970041

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. 





Job Summary:

 GDS Supply Chain Services is an established service offering that is setup in collaboration with EY’s Supply Chain Services organization which is seeking to utilize the location footprint and skills/capabilities available from our Global Delivery Services (GDS).

The GDS provides enabling services to EY member firms, Service Lines, business support functions and Area/Global entities. These services are provided via the Client Service - Assurance, Advisory, Knowledge, Tax and TAS, and Enablement Services – Supply Chain Services, IT Services, Finance & Accounting Services, Risk Management Services, People Shared Services, Markets Enablement Services, Brand, Marketing and communications.


Supply Chain Services was established as a globalized function in 2010. Its purpose it to drive efficiencies in the way EY member firms select and manage their vendor relationships. This is achieved through a number of channels including creating Supply Chain Services processes which are repeatable, can be leveraged, are transparent as well as are aligned to business strategies and goals.

The role of the Travel Telephony Support, Supply Chain Services, GDS ES will be to act as a first level of point of contact to EY employees for Travel related queries. This individual will follow a defined delivery process and toolsets that ensure a consistent level of service. The individual will have frequent interaction with Travelers, EAs, and internal stakeholders across the globe.


Essential Functions of the Job:

The primary role and responsibility of this position will be to work in a team environment and deliver support to people in EY including, but not limited to:

  • Answer inbound calls from EY travelers.
  • Identify the needs of the travelers, research every issues, answer queries, resolve issues, and provide solutions within defined scope of services.
  • Follow the call handling procedures and processes.
  • Adhere to standard communication from greeting, paraphrasing, issue/query identification and appropriate resolution/answers to queries.
  • Multi tasking between calls and chat communication
  • Ability to familiarise yourself with EY built technologies, policies and procedures specific to individual Regions/Countries.
  • Maintain great telephony etiquettes
  • Maintain excellent Traveler satisfaction levels by appropriate engagement.
  • Meet personal targets and work towards meeting team targets.
  • Maintain records of the conversations with the Travelers.
  • Miscellaneous jobs such as looking up information on internal sites, Data entry, and Reporting.
  • Update request and work trackers.
  • Suggest process improvement ideas, alternatives, industry experience inputs.
  • Work with internal stakeholders from across the globe on different assigned projects.
  • Route out of scope queries to respective Travel Management Companies.
  • Highlight unresolvable/unanswerable queries/requests to supervisor.
  • Report traveler complaints and feedback.
  • Follow-up on pending queries by providing call back to travelers, if required.
  • Boost traveler confidence by providing appropriate experience.


Knowledge and Skills Requirements:

(Describe the knowledge or skills needed to perform this job; these may be technical, managerial or behavioral in nature and can be divided by “Mandatory” and “Optional / being considered as an asset)

  • Excellent spoken and written English communication skills
  • Superior customer service abilities and track records
  • Self-starter who takes initiative and can work with minimal supervision
  • Ability to gain the confidence and cooperation of customers
  • Excellent interpersonal skills
  • Works well in a team environment
  • Ability to work effectively in a virtual team
  • Good knowledge in Travel industry in an international environment
  • Ability and willingness to work in a multicultural and diverse environment and flex style as appropriate (sensitivity to cultural differences)


Job Requirements:


(What is the minimum level of education needed/suggested to perform this job?)

Any graduate or above, preferably from Travel related discipline



  •  2-4 years of experience working in an international call centre handling calls
  • Must have good experience on Customer Relationship Management tools and data capturing
  • Must have good experience in using MS Excel and MS Outlook
  • Experience in Travel Industry is an added advantage


Certification Requirements:

  •  IATA or Travel industry related certification will be an added advantage


Other Requirements:

  • Willingness to work in shifts (rotational)
  • Occasional travel on a need basis



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Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers for the complex issues facing our world today.  

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