1-If tickets remain with the refunds or booking team, or outreach team for more than 2 days, and the customer contacts us for an update, highlight these tickets to the floor supervisor.
2-After adding the details to the supervisor sheet, inform the respective 2-TL/TC about the case. Do not just add the details and assume your responsibility is over.
3-Check open/pending tickets daily. No tickets should be unattended.
4-Try to resolve the customer's query on the first call and promote C-SAT (Customer Satisfaction).
5-Do not exceed your break time.
6- We are still missing tags while assigning tickets.
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