Specialist, Customer Service (Non-Voice Channel Operations)
Core
Investigate customer feedback and complaints, manage escalated cases with vendors, and improve customer service processes for a non-voice channel.
Role type
Specialist, Customer Service (Non-Voice Channel Operations)
Builds
Improved customer experience and vendor performance metrics
Domain
Travel / Airlines / Customer Support
Deliverable
dashboards & analysis
Required skills
Case management, Vendor quality assessment, SLA monitoring, Salesforce navigation, Refund processing, Turnaround time management, Escalation handling, KPI alignment
Preferred skills
Airline experience, Social media support, Live chat support
