Record support requests, prioritizing and escalating as required;To handle all incoming Customer e-mail/ telephone/chat inquiries and requests in a timely and professional manner;Managing outstanding issues and keeping clients informed;Assisting the implementation of a Support Knowledge Base and similar process improvements.Collaborating with higher level support on more complex tasksMentoring new hires during training period

Monitoring SLA & KPI and preparing analysis of breached SLAsReporting & real-life monitoring in Avaya CMS Supervisor systemDealing with escalated ticketsManaging availability and utilization of team's resourcesAgents' Scheduling, Overview of sickness and vacation schedulesBusiness e-mail communicationMonitor ‘real time’ performance of inbound queues taking into account agent availabilityRoot-cause analysis of specific issuesCreating specific documentation and communicating itMentoring new hires during incubation periodManage Availability and Utilization of resourcesAdapt schedule for Sickness, Vacation and TrainingEnsuring Compliance adherence to the company policesReporting issues with agent's PC and organizing tools setup and support

Record support requests, prioritizing and escalating as required;To handle all incoming Customer e-mail/ telephone/chat inquiries and requests in a timely and professional manner;Managing outstanding issues and keeping clients informed;Assisting the implementation of a Support Knowledge Base and similar process improvements.Collaborating with higher level support on more complex tasksMentoring new hires during training period

Sol Marina Palace▪ Serve visitors by greeting, welcoming, directing and announcing them appropriately▪ Answer, screen and forward any incoming phone calls while providing basic information when needed▪ Receive and sort daily mail/deliveries/couriers▪ Maintain security by following procedures and controlling access (monitor logbook, issue visitor badges)▪ Update appointment calendars and schedule meetings/appointments▪ Perform other clerical receptionist duties such as filing, photocopying, collating, faxing etc.

Sol Marina Palace▪ Serve visitors by greeting, welcoming, directing and announcing them appropriately▪ Answer, screen and forward any incoming phone calls while providing basic information when needed▪ Receive and sort daily mail/deliveries/couriers▪ Maintain security by following procedures and controlling access (monitor logbook, issue visitor badges)▪ Update appointment calendars and schedule meetings/appointments▪ Perform other clerical receptionist duties such as filing, photocopying, collating, faxing etc.

Sol Nessebar Resort▪ Ensure and provide flawless, upscale, professional and high class guest service experiences▪ Analyse customer feedback and provide strategic direction to continuously improve overall rating▪ Respond to guests needs and anticipate their unstated ones▪ Expect and react promptly to guests’ requirements and inquires▪ Actively listen and resolve guests’ complaints▪ Oversee and coordinate all arrivals and departures of special guests (VIPs, SAs etc)▪ Coordinate and manage communication between guests and staff and follow up to ensure complete service recovery▪ Promote all amenities, conveniences and programs offered▪ Direct, coach and manage guest relations team to ensure all standards and operating procedures are adhered to▪ Appraise team’s performance and produce reports▪ Examine activities logbook, assign tasks appropriately and implement control schedule daily etc.

Sol Nessebar Bay, part ot Sol Nessebar Resort▪ Serve visitors by greeting, welcoming, directing and announcing them appropriately▪ Answer, screen and forward any incoming phone calls while providing basic information when needed▪ Receive and sort daily mail/deliveries/couriers▪ Maintain security by following procedures and controlling access (monitor logbook, issue visitor badges)▪ Update appointment calendars and schedule meetings/appointments▪ Perform other clerical receptionist duties such as filing, photocopying, collating, faxing etc.

Sol Nessebar Bay, part ot Sol Nessebar Resort▪ Serve visitors by greeting, welcoming, directing and announcing them appropriately▪ Answer, screen and forward any incoming phone calls while providing basic information when needed▪ Receive and sort daily mail/deliveries/couriers▪ Maintain security by following procedures and controlling access (monitor logbook, issue visitor badges)▪ Update appointment calendars and schedule meetings/appointments▪ Perform other clerical receptionist duties such as filing, photocopying, collating, faxing etc.