Key responsibilities:• Processing customers’ cases in the internal system accordingly to company’s policies and procedures• Updating internal databases• Documents’ acquisition, validation and approval• Contribute to the achievement of team performance and quality objectives• Give ongoing feedback to managers and actively participate in improving internal procedures, system and knowledge base • Conducting other tasks assigned by direct managerAdditional responsibilities in Customer Support :• Provide professional customer service through telephone (inbound calls), live chat, e-mail, social media and other communication channels• Contacting customers as and if requested by other division /teams• Contacting customers via telephone in accordance with internal procedures (outbound calls)• Answering customers’ feedbacks and complaints• Supporting the process of recovering payments from clients• Minor translationsAdditional responsibilities in Airline Operations:• Initial assessment of customers’ cases and submitting them to the airlines• Verification of the airlines responses in customers’ cases • Sending payments reminders to airlines for the approved cases• Support in establishing and maintaining good relationships with airlines by looking for contacts and introducing improvements in cooperationAdditional responsibilities in Legal Support:• Assessing customers’ cases rejected or ignored by the airlines for further legal action• Preparation of documentation for legal actions • Uploading customers’ cases to lawyers• Cooperation with Legal Operations Department on the legal cases

Collect all necessary documentation and organize it to start legal proceedingsPrepare case summaries and organize materials for case reviewReview claims databaseCommunicate with the passengers and the airlines as a part of the support team

Collect all necessary documentation and organize it to start legal proceedingsPrepare case summaries and organize materials for case reviewReview claims databaseCommunicate with the passengers and the airlines as a part of the support team