The Reservation and Ticketing team are responsible for ensuring support, relating to client, travel agents and passengers inquiries. The team roughly handles 90% inbound inquiries and 10% back office work. Responsibilities are conducted via phone, email and chat. Answer incoming calls including email and chat in a timely manner Identify customers needs, clarify information, research every issue and provide solutions and/or alternatives Build sustainable relationships and engage customers by taking the extra mile Keep the customers privacy and protect customer information Meet personal/team qualitative and quantitative targets Handle simple to difficult inquiries in a given span of time .