Key Responsibilities
Customer Support & Service Delivery
- Provide prompt, professional, and courteous customer service across all interactions
- Manage emails, tickets, and MEP queues on a daily basis
- Ensure accurate and timely resolution of customer queries
- Reconfirm resolution with employees before closing requests
- Maintain high standards of customer-centric service delivery
Ticket & Queue Management
- Resolve tickets generated from meetings and events activities
- Ensure all requests are handled within defined SLA timelines
- Follow standard operating procedures for ticket resolution
- Support shared inbox management and ensure timely responses
Coordination & Communication
- Coordinate with Meetings and Events team members to resolve customer requests
- Communicate effectively with stakeholders to ensure smooth service delivery
- Participate in weekly office hours and training sessions for process understanding
- Share updates, feedback, and insights with team members for continuous improvement
Process Compliance & Reporting
- Follow established standard operating procedures strictly
- Ensure all required reports are completed and shared on time
- Maintain accurate documentation of customer interactions and resolutions
- Support adherence to SLA and operational standards
Continuous Improvement & Learning
- Participate in training programs and skill development sessions
- Incorporate feedback to improve performance and service quality
- Share best practices and learning with team members
- Contribute to continuous improvement initiatives within the team
