Job Description

Requisite: Applicants with 12+ Years experience in B2B Travel Operations in US/Canada market Mandatory An ideal candidate would be processing the request related to issuance, exchanges, commissions, schedule change, voids & refunds. Supporting the team to adequality fill their roles in order to ensure operations run efficiently, including, organizing training for the employees and performing call monitoring. Responsible for overseeing and leading projects from setting timelines, assigning responsibilities to the team, and informing management in regard to the progress of the project Maintain solid customer relationships by providing information in response to inquiries about products and services with speed and professionalism Handle customer complaints & escalations and communicate with airlines to provide a solution for the client Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes. Administrating and disputing chargebacks through investigation and communicating with external partners to recover the funds and resolve the issue Forecasting workload, enhancing efficiency and scheduling staff to meet anticipated workload within turnaround Preparing reports with a view to monitor the performance & efficiency of team members, ensuring compliance with pre-set quality parameters Meeting and exceeding client expectations through Continuous improvement in metrics. Observe customer transactions to recognize and prevent fraudulent activity Conduct Call Scoring Evaluations Providing hassle free sales services and customer grievances redresses Create effective customer service procedures, policies and standards WhatsApp: 7506178102.