• Rapidly and effectively resolve client issues: Helping clients and partners to handle requests to cancel or change bookings through our CRM system. • Advise clients: Provide expert advice on bookings and our products. • Communicate: Engage with suppliers, hotels, and clients via email and phone. • Work with systems: Utilize CRM systems and our internal databases efficiently.

• Handle high amounts of live chat and phone calls • Identify and evaluate customers’ needs to deliver satisfaction • Provide accurate, valid and comprehensive information • Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution • Follow communication procedures, guidelines, and policies • Go the extra mile to engage customers

• Handle high amounts of live chat and phone calls • Identify and evaluate customers’ needs to deliver satisfaction • Provide accurate, valid and comprehensive information • Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution • Follow communication procedures, guidelines, and policies • Go the extra mile to engage customers

• Answer any messages coming from our ads with a response time of less than 1 business day (during business hours on weekdays, this should be less than 1 hour). • Organize messages in inbox and tracker with proper status. • Nurture any leads generated to make sure they convert based on the optimal conversion event for the client. • Monitor comments and address customer questions (based on the client's chosen package). • Add and/or update existing FAQs and response templates to fit the client's needs. • Provide reports or insights with customer behavior in messages and add suggestions on what could be improved.