• Negotiate effectively in order to solve all potential book-out cases with the best possible outcome keeping in mind the customer satisfaction and our relationship with partners • Resolve problems by clarifying issues, researching and exploring answers and alternative solutions, implementing solutions, escalating unresolved problems• Resolve conflicting situations by using effectively the interpersonal skills• Solve problems, identify root causes by asking the appropriate questions and apply intervention to address them• Take charge of more complicated and ongoing cases with a high level of understanding and implementing solutions independently • Manage multiple priorities and assignments simultaneously • Organize information and data. Assemble and maintain data in logical file system • Keep clear evidence of losses occurred due to internal reasons and report to management • Offer support and guidance to co-workers• Supervise and manage the task distribution • Work on crisis situations reporting directly into management for a period of time• Be the first escalation point for the team and the team manager as an when required• Support the team manager with the reports and monitoring • Assist with procedure renewal/review/creation of • Undertake other tasks and projects as and when required

• Adapt to and handle changing situations and environments• Manage multiple priorities and assignments simultaneously • Offer support and guidance to co-workers• Take charge of more complicated and ongoing cases with a high level of understanding and implementing solutions independently • Work on crisis situations reporting directly into management for a period of time• Be the first escalation point for the team and the team manager as an when required• Point of support for the team members that are still in their probation period• Assist with procedure renewal/review/creation of • Maintain calm and the appropriate mental state in case situations and emotions escalate to a higher level• Undertake other tasks and projects as and when required

• Working on a customer support team designated to provide advice, support and to manage all non-group enquiries and bookings in the most effective and cost efficient way, to convert booking requests into bookings and undertake activities relating to these bookings, to proactively manage the follow-up of enquiries and reservations and to deliver excellent customer service at all times• Control a call through effective communication technique• Effectively manage clients and partners enquires, complaints and issues, ensure to keep all the time customer satisfaction at the core of every decision and behaviour• Update the IT system with bookings and other information• Keep agents and affiliate customers updated on a daily basis as to the activities being undertaken in relation to the specific enquiry or booking• Ensure that all enquiries and requests however received are managed to a successful conclusion within specified service standard requirements• Maintain and enhance good business relationships with agents, affiliates and suppliers