Key Responsibilities:

Operation& Customer Support: Provide timely and accurate customer assistance via phone, email, or chat. Handle bookings, alterations, and cancellations with a customer-first approach.
Issue Resolution: Address and resolve customer issues, including payment discrepancies, booking errors, and general inquiries, ensuring a positive customer experience.
Platform Monitoring: Regularly monitor the OTA platform for operational issues or requests and handle end resolution.
Data Management: Update and maintain accurate customer interactions, transactions, and feedback records in the CRM system.
Collaboration: Work closely with other departments, including IT, marketing, and product development, to improve service delivery and platform functionality.
Process Improvement: Identify opportunities for process improvement within the operations department and contribute to developing best practices.
Market Awareness: Stay informed about industry trends, new technologies, and competitive landscape to enhance operational effectiveness.

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