ناهد ف.

Minia University

● Answer incoming chats from customers seeking help with bookings, cancellations, or modifications.

● Provide assistance with hotel, car rental, and vacation package inquiries.

● Resolve customer issues efficiently while maintaining a positive and professional tone.

● Assist customers with making new travel bookings or modifying existing reservations.

● Work with internal teams or travel partners to resolve issues (e.g., overbookings, delays, refunds).

● Ensure all transactions are accurately recorded in the system.

● Explain travel policies, rules, and fees clearly to customers.

● Perform account adjustments, billing corrections, and service modifications as required.

● Monitor and track pending cases to ensure closure within SLA timelines.

● Ensure data confidentiality and adhere to company security standards.

● Support quality assurance by following standard operating procedures and internal guidelines.

● Processing equipment returns, swaps, and "buy-online-pick-up" in-store orders.

● Assisting with activating new mobile devices, SIM/eSIM configuration, and performing data transfers

● Address user inquiries, complaints, or feedback through social media channels.

● Handle sensitive situations with tact and professionalism, such as conflicts or misinformation.

● Process orders, returns, exchanges, and refunds.

● Provide accurate information about products, services, and policies.

● Work closely with marketing, customer service, and content teams to align moderation strategies.

● Coordinate with technical teams to address platform issues or enhancements.