- Working to build good customer relationships across an international market- Developing and implementing customer service policies and procedures- Planning, prioritizing and delegating tasks to ensure the proper functioning of the department- Reviewing customer complaints- Conducting interviews on all levels of structure - from agents to team leaders - Arranging staff meetings- Identifying and addressing staff training - Preparing and proceeding variety of types of… Show more - Working to build good customer relationships across an international market- Developing and implementing customer service policies and procedures- Planning, prioritizing and delegating tasks to ensure the proper functioning of the department- Reviewing customer complaints- Conducting interviews on all levels of structure - from agents to team leaders - Arranging staff meetings- Identifying and addressing staff training - Preparing and proceeding variety of types of training (for newcomers, follow-up and procedural sessions Show less

- Monitoring of my team’s work,- Providing daily direction and communication to agents so that customers will be answered in a timely, efficient and knowledgeable manner,- Working towards maximising customer satisfaction- Communicating team goals- Identifying areas for new / additional training or knowledge checks- Supporting and motivating agents- Suggesting methods to improve procedures during the expansion of the business.- Providing performance feedback on a… Show more - Monitoring of my team’s work,- Providing daily direction and communication to agents so that customers will be answered in a timely, efficient and knowledgeable manner,- Working towards maximising customer satisfaction- Communicating team goals- Identifying areas for new / additional training or knowledge checks- Supporting and motivating agents- Suggesting methods to improve procedures during the expansion of the business.- Providing performance feedback on a weekly basis Show less

- Conducting daily quality checks on all stages of the process - Maintaining and improving good practices- Facilitating change to achieve continuous improvement in quality- Providing accurate and timely Quality reporting

- Contacting Nordic customers in order to collect all necessary documentation and organize it to start legal proceedings- Preparing case summaries and organizing materials for case review- Reviewing claims database- Communicating with the passengers and the airlines as a part of the support team

- Preparing offers for groups- Proactive selling of all of the facilities (e.g. Spa, Golf, Restaurant) to guests as well as group planners- Negotiating room rates/packages with clients- Answering customer queries in a prompt and professional manner

- Arranging flights, insurance and accommodation- Using a booking system to secure holidays- Collecting and processing payments- Advising clients on travel arrangements, e.g. visas and passports- Sending out tickets to clients- Keeping clients up to date with any changes- Dealing with complaints or refunds