CASY-MSCCN Jobs

• Handling cases:

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``` - Receiving contacts from customers and suppliers (airlines) and providing needed assistance via the following communications channels: phone, email and chat - Making outbound contacts in order to proceed further with received requests - Proceeding with requests of flights cancelations or flight detail's amendments; providing informationonbookings to the customers - Follow-up on pending cases: - Following up on those caseswhere agentsneed to get updates from other departmentssuch as IT Teamor suppliers - Handling the pending cases that are assigned to the agents by CaseManagement team - Communication with other departments: - Providing feedback to Productteam with assistanceof Team Managersor Team Captainsonnew productsof the company - Collaborating with Learning and Development team on corrections for the existing procedures and bringing suggestions for potential processes - BEHAVIORAL EXPECTATIONS / AGENT BEHAVIORS KPI ----------------------------------- --------------------------------------------------------------------------------------------------------------- Take Ownership Understand whats important to customer / partner and do everything you can to resolve or escalate if needed.

Be part of the solution! Experiment and Measure Embrace experimentation with positivity! Follow procedures but escalate if they dont make sense for the customer/partner situation. Ensure you understand a change or experiment, speak up, ask questions, and be part of seeking improvements. Move Fast Embrace change! Expect change to happen and happen regularly. Maintain a proactive and positive attitude to learning and keep yourself up to date. Use new tools and flows and provide feedback early on so we keep improving. BeTheBest Be constructive, respectful, and open to different perspectives and people. Ask for feedback and learn from both successes and failures. Understand, inspire, encourage, and recognize others. Collaborate for team success. ----------------------------------- ---------------------------------------------------------------------------------------------------------------