- Manage multiple corporate accounts, processing supplier and customer invoices, credits and recharges, fines and damage control - Ongoing contact with both corporate clients and supplier contacts - Coordinate a positive working relationship with key supplier contacts to ensure supplier aged debt and disputes are managed in a timely manner - Strengthened customer relationships with proactive and collaborative approach to managing needs - Liaised between clients and support team to resolve issues quickly and effectively - Management of the benefits platform, involving day to day client and account liaison and customer care resolution - Managing data reconciliation with benefits companies, distribution of marketing literature and financial billing

- Working in conjunction with the Contact Centre Management, for the overall production and accuracy of resource schedules for all contact centre teams- Construct and analyse forecasts for the Outsourced Reservation Centres- Meet agreed deadlines for monthly reports, collating data from different areas to provide an overall summary of achievements across all departments- Analysed reporting functions and efficiency to reduce refunds and increase efficiency- Prepared monthly ad hoc reporting in alignment with client needs- Automated multiple reporting tasks through creation of reporting tools-Resolved variances in performance reports through root cause analysis and review of internal performance reports

- Ensuring that the team follows established procedures for each service request-logging of enquiries, investigation and resolution- Adhering to key performance indicators, service levels and quality standards to maximise customer satisfaction- Conducting regular quality monitoring, coaching to assist agent development, monitor and report progress and performance and provide feedback- Responded to customer enquiries with patience and positivity to establish a good impression- Determined areas in need of improvement and optimised strategies to strengthen performance- Maintained team efficiency by strategically delegating daily activities, monitoring output and rewarding positive contributions- Trained and guided team members to maintain high productivity and performance- Provided management feedback regarding employee performance and training needs-Reviewed performance data to monitor and measure productivity, goal progress and activity levels- Managed up to 20 employees with different levels of experience

- Investigate and resolve escalated complaints receivedinto the Customer Services department- Build and maintain a professional relationship with internal and external customers- Engaged in professional networking to maintain strong relationships with communications and media professionals to drive partnershipsand effective dissemination of mass communications- Engaged in software development for new systems- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly- Implemented and developed customer service training processes- Cross-trained agents in order to cover tasks- Liaised with customers, management and salesteam to better understand customer needs and recommend appropriate solutions- Investigated and resolved escalated customer complaints received via social media, directors and legal claims

- Prepared customer invoices, accepted payments and processed refund and cancellation requests- -Answered incoming phone calls and developed friendly rapport with regular corporate customers while answering questions, making recommendations and leading conversations to bookings- Provided customers with information about availability and pricing

- Maintained accurate and current customer account data with manual forms processing and digital information updates- Responded to customer needs through competent customer service and prompt problem-solving- Promoted strong customer satisfaction by diagnosing and troubleshooting product issues without need for escalated support- Described and explained details about products and provide customers with options to guide purchasing decisions