TRANSLATOR, CUSTOMER SUPPORT AGENT

I was tasked with translating simultaneously for both the committee members and
representatives of different municipalities in Serbia

Receiving inbound calls and assisting clients with reservations
Handling unforeseen problems and complaints
Handling escalations and assisting other agents with unforeseen problems and complaints,
as well as training new hires
Advising clients on travel arrangements
Calculating itinerary costs and collecting payments
Working with members of the PGS club, assisting them in making reservations, reviewing
their contracts and handling all issues, concerns and question prior to their trip
Training new agents
Making email templates for easier communication with the members and clients
Making sure the teams' response time is not more than 48 hours
Following up with the clients after their trip to ensure everything was up to par.

Receiving inbound calls and assisting clients with different product usage
Assisting clients with over the phone purchases'
Handling escalations and filing complaints on product reactions