Customer Support

-Delivering high-level customer services via phone, emails, messengers, and ticketing system (JivoSite, Zammad, Telegram, WhatsApp, etc.);
-instructing customers on terms of the service and cancellation policy;
-providing support for customers on the usage of the platform and its features;
-assistance with payments/refunds; reporting any malfunction that may occur;
-confirming changes with the booking and applying changes to the system via team leaders;
-liaise with internal teams to ensure on-time notification/action for resolution of client’s issues;
-searching manually for offers if the location is lacking carriers;
-finding matching substitutions for transfers on a regular and urgent basis;
-de-escalation of a conflict situation and resolving customer’s issues in a timely manner;
-gathering information on the complicated/conflict cases and filing it to the Quality Assurance team for resolution;
-assistance in training junior Customer Support Representatives.