Monitoring operational queues, cancellation dashboard and flight change alerts
Managing post-sale requests: changes, cancellations, refunds and reaccommodations (voluntary, involuntary and by exception)
Operational handling: no-shows, chargebacks, payment issues and booking status
Support for ancillary services: baggage, seat assignments, special boarding, pets and lap infants
Profile corrections and reservation adjustments (name, CPF (Brazilian tax ID), date, PNR/locator, duplicates)
Monitoring refunds and processes with airlines
Recording and tracking activities performed (service documentation)
Support for the Tier 2 (N2) team in the absence of management

Technical Operations Lead

Key skills