• Manage pet travel bookings efficiently and accurately within company guidelines• Help clients understand the process regarding their pet's journey• Serves as the client's primary contact regarding their queries and concerns• Works closely with the sales and operations teams to ensure seamless pet bookingsManaged phone system• Built complex IVR call routing through the Aircall Smartflow system• Setup and test all new users and numbers • Works on all issues reported by all users• Escalates issues to Aircall support after completing all the level 1 TS • Ensures that all users will have a better understanding of how the softphone app and the call routing work

• Develop and maintain strong relationships with the largest and most complex customers• Serves as the main point of contact for our TAM customers and makes sure to attend to their requests, resolve their issues, and setup the services below - HPBX (this includes call queue, IVR, and hunt group) - Inbound numbers - MS Teams calling - Live answering and Reception service - NBN/Fibre/Fixed Wireless connection - IP phones (Yealink and Polycom) • Ensures that all communication, interactions, and actions are clearly logged to the Freshdesk ticketing system• Collaborates with sales and service delivery for service provisioning • Familiarity with Unified Communications Solutions • Experience in WebEx calling, iCall Suite, Go Integrator Cara, and contact centre • Escalate issues to the upstream carriers• Assists newly endorsed staff to better understand the products and services

• Assists customers with their DSL, Vantage internet, POTS phone, and email concerns• Answers queries about Technicalities such as IP Addresses, Modem’s Firmware, Phone features and etc