Process Documentation: Design, update, and maintain Standard Operating Procedures (SOPs) for both new and existing projects to ensure service consistency.
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.
Managing incoming calls and messages, responding promptly, and sending reminder calls or WhatsApp messages one or two days before appointments for confirmation.
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.