Embedded Files
INTERDEPARTMENT CONCERNS
CS-SALES
CALLBACK REQUEST OUTSIDE COP
On this page, First Call resolution will be discussed. -- how CS should engage in the call and how they can handle callback requests.
CALLBACK REQUEST WITHIN COP
You will learn how to handle non-urgent and urgent callback requests and determine the scenarios for sales calls that must be actioned by MNL CS.
SALES ENQUIRIES-CS PROCESS
You will learn what to do if CS received a sales call for a specific Sales agent or if they received a general sales call or the specific agent is not on shift.
SALES INSURANCE TASK
On this page, you will learn to recommend Allianz Travel Insurance for US/CA insurance queries. You'll also learn how to update the insurance status on HubSpot and when to add the insurance details.
FIRST CALL RESOLUTION
On this page, you will learn the importance of First Call Resolution - how to address the customer concern and how to handle callback requests.
CS-MELBOURNE CS
ESCALATIONS
You will learn the process what to do if the customer's concern is urgent and does not want a callback or if the concern is not urgent and customer agrees to a callback.
CS-FINANCE
DATE UA REFUND REQUEST
You will learn the process what to do if the customer's concern is urgent and does not want a callback or if the concern is not urgent and customer agrees to a callback.
TASKS FOR CREDIT APPLICATION OR TRANSFER
On this page, you will learn how to create a task to Finance team if you need to request credit application or credit transfer.
REFUND FOLLOW UP
This page will teach you how to check if there is an existing refund request task to Finance, how to make a follow up, and create as task to Finance. This page also covers the different refund timelines - General, On-tour reimbursements and hardships.
HANDLING OVERPAYMENTS OF $5 OR LESS
This is the process of Finance team regarding overpayments of $5 or less for CS team's reference.
CS-FLIGHTS
AIRLINE REFERENCE NUMBER
On this page, you will know how to check for the Flight Reference number provided by Flights Team.
MISSING FLIGHT INFORMATION
This page will teach you how to determine on Perseus who will book the flights - if its Inspiring Vacations or the suppliers.
NEW FLIGHT CONCERN | TASK
This page will help you determine what task queue to assign the customer's flight query. You will learn what scenarios each task queue works on.
FLIGHT TICKET FOLLOW UP
This page will instruct you to create a follow up to Flights Team only within the 3-month timeframe prior to departure.
CS-OPS
DOCUMENTATION ERROR
On this page you will learn how to validate document errors and how to answer the Docs Error form playbook
CRUISE UPGRADE
FOLLOW UP
On this page, you will learn when to make a follow up to Operations team for any cruise upgrade
FINAL DOCUMENTATION DISCREPANCY
This page will provide you the process how to validate if there is an error with the final documentation that had been sent to the customer and how to accomplish the docs error form playbook
BOOKING CONFIRMATION FOLLOW UP
On this page, you will be able to identify the different confirmation timelines according to the package type.
TASK TO OPERATIONS
This page will show you the task format to follow whenever creating a task to Operations Team
FINAL DOCUMENTATION FOLLOW UP
This page will show you different scenarios when to create task to Operations Team for final documentation follow up.
OPS MANILA SPECIALIST PER SUPPLIER AND SCHEDULE
List of OPS agents supplier assignments
CRUISE WEB CHECK-IN PROCESS OVERVIEW
This is an OPS process and CS can refer to this page for the process and timelines.
CS-PRODUCTS
WEBSITE ERROR
How to raise a task to OPS for any website errors
PRODUCT MANAGERS
List of the Product Managers and the corresponding packages they oversee.
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