🔵Conducting customer research, testing, and product discovery to understand the needs behind customers' asks🔵Providing accurate information on products and services🔵Utilizing basic troubleshooting processes, validating theissue, recording critical details in the system, utilizing Knowledge Base articles🔵Following KPis🔵Managing communication with customers via emails, calls and live chats🔵Providing timely and effective to customer with updates oftheir cases🔵Anticipating client’s needs and finding solutions within theindicated policies and procedures

🔵Creating new bookings in GDS systems – Amadeus, Galileo/Apollo, Sabre and Farelogix🔵Executing of the ticketing services (first issue, re-booking, void, and EMD issuance)🔵Checking fare condition and refund recalculations🔵Searching for alternative flights when the schedule change occurs🔵Communicating with our ticketing partners and airlines🔵Providing assistance to other departments with the airline tickets🔵issued in the GDS🔵Training and supervising new staff members

🔵Managing large amounts of incoming phone calls🔵Providing accurate, valid and complete information by using the right methods/tools🔵Keeping records of customer interactions, process customer accounts and file documents🔵Building sustainable relationships and trust with customer accounts through open and interactive communication🔵Identifying and assess customers’ needs to achieve satisfaction🔵Conducting problem solving and troubleshooting