Senior Executive - Front Office & Back Office Operations

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SeniorFull-time

#424011·Dodano 5 dni temu·0

Źródło: nofluffjobs.com

Tech Stack / Keywords

MS Office

Mandatory proficiency in Czech, Polish, and English languages.
Graduate in any discipline (preferred).
Experience in Travel, Hospitality, Customer Service, BPO, Contact Centre, or Shared Services environment preferred.
Prior experience supporting international customers is an advantage.
Experience handling Voice, Chat, Email, and Back Office transactions preferred.
Strong verbal and written communication skills.
Customer-centric approach with excellent problem-solving abilities.
Ability to multitask and manage multiple customer interactions effectively.
Strong attention to detail and accuracy in processing requests.
Ability to work in a fast-paced environment and adapt to changing priorities.
Good analytical and decision-making skills.
Proficiency in MS Office applications and web-based systems.
Ability to work independently and collaboratively within a team.
Understand travel terminology and customer service interactions across multiple channels.

Provide customer support across Front Office (Voice/Chat/Email) and Back Office operations.
Handle pre-travel enquiries including bookings, amendments, cancellations, payments, travel documentation, and ancillary services.
Process customer requests accurately within defined turnaround times.
Investigate and resolve customer concerns while maintaining high customer satisfaction (CSAT).
Liaise with internal departments, suppliers, and external stakeholders to resolve issues.
Adhere to operational procedures, quality standards, and compliance requirements.
Meet productivity, quality, and customer experience targets.
Support business continuity by handling both Front Office and Back Office workloads as needed.
Participate in training, calibration, and process improvement initiatives.
Demonstrate flexibility in supporting multiple queues and business requirements.
Communicate fluently with customers, suppliers, and internal stakeholders.

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