1. Administrative & Operations Support:
- Maintain, organize, and update corporate client files, service contracts, and account profiles.
- Assist the Customer Service Manager in preparing materials, data sheets, and performance reports for Quarterly Business Reviews (QBRs).
- Coordinate schedules, arrange internal/external meetings, and draft meeting minutes for the department.
- Handle data entry tasks, ensuring all client feedback, operational issues, and resolution timelines are accurately logged in the system.
2. Client Relations & SLA Tracking:
- Act as a reliable internal point of contact, routing urgent inquiries or high-level client complaints to the appropriate Account Managers or the Customer Service Manager immediately.
- Follow up with internal ticketing and reservation teams to track the progress of ongoing corporate service requests, ensuring responses meet client deadlines.
- Assist in drafting professional, clear corporate emails and announcements to client travel coordinators regarding system updates, schedule changes, or holiday operational hours.
3. Reporting & Quality Assurance:
- Compile weekly and monthly customer service metrics (such as response times, recurring complaints, and account health indicators) into clear summaries for management.
- Assist in running customer satisfaction surveys or gathering post-travel feedback from corporate accounts to help identify areas for service improvement.
