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Job Description
- Take full responsibility for dealing with relevant customer complaints, queries and requests for information from the start to end, for both Customer Support and Technical Support teams.
- Ensure an appropriate and adequate investigation takes place in all cases, this includes the recording of all communications between the various parties and all information taken into consideration.
- Manage the installation of ticketing systems for the new clients.
- Monitor and direct the customer support team in replying to customers inquiries and booking issues.
- Manage ticketing promotions for the existing clients.
- Manage and monitor Ticketing solutions deployed at clients side, and take correction actions when errors occurred.
- Manage clients requests on the ticketing systems, reply to their inquires, special reports issuing and any other requests when needed.
- Manage the issuing of weekly and monthly invoices in coordination with the finance department.
- Revise and issue weekly and monthly operational reports and associated invoices with collaboration with the Finance department.
- Revise on regular basis the settlement of the third parties invoices.
Job Requirements
- More than 3 years of experience in a similar position.
- Proven record in providing an exceptional customer experience and leading support teams towards planned business goals.
- Able to communicate with customers and clients in a calm, enthusiastic and friendly manner to satisfactorily meet any customer/client support requirements.
- Verbal and written communication essential to analyze, interpret and address customers' needs.
- Ability to navigate a computerized data entry system or other relevant systems.
- Flexible and able to quickly adapt to changing business needs and processes.
- Ability to work in a time critical environment.
- Good Command of English Language.
- Flexibility with the working hours.
- Good command of computer skills.
