Senior Executive Front Office & Back Office Operations

Job Description:

• The Executive / Senior Executive will be
  responsible for providing exceptional customer support across Front Office
  (Voice/Chat/Email) and Back Office operations. The role includes handling
  pre-travel enquiries and on-holiday complaints, processing customer
  requests, resolving issues efficiently, and delivering a high-quality
  customer experience. They will be required to support customers in Czech,
  Polish and English while ensuring compliance with service standards,
  process guidelines and operational KPIs.


• Handle customer
  interactions via Phone, Chat, Email, and Back Office channels.


• Provide support for
  pre-travel enquiries including bookings, amendments, cancellations,
  payment-related questions, travel documentation, and ancillary services.


• Process customer
  requests accurately within defined turnaround times.


• Investigate and resolve
  customer concerns while maintaining high levels of customer satisfaction
  (CSAT).


• Liaise with internal
  departments, suppliers, and external stakeholders to resolve customer
  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
  required.


• Participate in training,
  calibration sessions, and process improvement initiatives.


• Demonstrate flexibility
  in supporting multiple queues and business requirements


• 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 as well as collaboratively within a team.


• Understand travel
  terminology and customer service interactions across multiple channels.


• Communicate fluently
  with customers, suppliers, and internal stakeholders.


• Graduate in any
  discipline (preferred)


• Experience in Travel,
  Hospitality, Customer Service, BPO, Contact Centre, or Shared Services
  environment preferred.


• Prior experience
  supporting international customers will be an advantage.


• Experience handling
  Voice, Chat, Email, and Back Office transactions preferred.


• Mandatory proficiency in
  Czech, Polish, and English languages.


• Customer Satisfaction (CSAT)


• Quality Score


• Productivity & Throughput


• SLA Adherence


• Attendance & Schedule Adherence


• Back Office Accuracy