Travel & Assistance Operations Officer Full-time Job

Main Tasks:

Coordinate with different providers to ensure high quality of service.

Respond inbound and outbound telephone / e-mail Customer / Partners inquiries and ensure call quality monitoring.

Follow the complaints & escalation management process and log in complaints with action & resolution in the system / tools provided by the company

Ensure proper system related tasks as creating files and Service Providers updates on the portal

Record tasks in the productivity file, share with management and ensure reaching the level of productivity assigned

Follow the internal processes and guidelines to ensure reaching the Operational KPIs (Quantity and Quality) and the attendance KPIs

Request feedback in relation to the performed tasks and discuss with Team Leader the monthly scorecard results

Monitor daily activities as per the communicated Service Level Agreement, create reports / statistics / analysis and report any deviation

Attend training sessions as requested and participate in the departmental activities in accordance with the monthly schedule

Attend internal meetings related to the job as per the internal requirements

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