Customer Service Specialist
CurrentTravel Consultant Support - November 2021 till Present:Dealing and responding quickly to consultant enquiries by chat and email in line with the enquiry procedure.Promptly dealing with customer complaints or escalate when required.Place outgoing calls to our supplier and assist with solving any problems or inquiries presented.Sometimes handle Denied Booking, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.Communicating and coordinating with colleagues as necessary.Keep up to date with the booking procedure and escalation process.Educate travel consultants should have any latest update with the booking procedure.We liaise with our 3rd party suppliers (Expedia, DOTW, Hotelbeds, etc), hotels, tour companies, transfer companies, etc. for our clients reservations on behalf of the Travel Agent.On the previous team when I was under the LCC Reconciliation team, the responsibilities I was given are:Daily update for General Ledger Accounts reconciliation report for Ticket Centre, LCC, BSP and VCC.Run manual Flightlink journal creation in the system. Cross-check automatic Flightlink journal creation in the system. Daily bank statement reconciliation for each group booking companies.Update weekly statement from Ticket Centre, BSP and LCC. Investigate should there be any discrepancies between booking and statement. Make adjustments in the system to resolve the issue.Weekly update for Not Final Bookings report and investigate as to why the bookings are not properly finalized. Report to the supporting team. Investigate booking in the system with the data from the statement for the reconciliation process. Conduct EOM process for General Ledger Accounts reconciliation.Liaise with clients through email/chat when required.
