Knowledge Management:o Maintain and update knowledge base articles and support documentation to reflect the latest information and procedures.o Contribute to the development of training materials and user guides.
Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.
For escalated cases, monitor progress according to the process and follow through until the case is closed — take end-to-end ownership of every case, regardless of issue type.
Adapt and tailor technology solutions to ensure compliance with regional requirements, including security practices, data regulations and other local needs
Demonstrate a strong customer service orientation and take responsibility for ensuring customer satisfaction, particularly in resolving issues related to flight bookings, loyalty programs, and travel disruptions.