Position Objective:
Provide operational support and high-quality customer service to passengers, B2B clients, hotels, and suppliers by managing incidents, requests, and emergency situations related to contracted services. The objective of this role is to ensure the timely resolution of issues, compliance with service level agreements (SLAs), and a positive customer experience through effective coordination with internal and external stakeholders in a dynamic 24/7 operational environment.
Key Responsibilities:
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Manage operational incidents, emergencies, and special requests from clients, passengers, and suppliers.
- Handle phone calls, emails, and other communication channels related to tourism services and operations.
- Coordinate solutions with hotels, suppliers, DMCs, and internal teams to ensure service continuity.
- Monitor and follow up on cases through to full resolution, keeping all parties informed.
- Escalate critical incidents in accordance with established procedures.
- Ensure compliance with SLAs and company quality standards.
- Accurately record and document all incidents and actions taken involving clients and suppliers.
- Support operational management during rotational shifts as required.
- Identify opportunities to improve operational and customer service processes.
- Maintain professional and effective communication with B2B clients, passengers, hotels, and international suppliers.
