TASKS: CS Tasks Follow-up Management

Automatic task creation for CS is now in place. CS MNL agents must avoid creating manual tasks moving forward. Two tasks will now be generated in the Notations playbook—one assigned to the other department and one to CS.

This automation currently covers Flights and Ops concerns.

TLs and Senior CS reps will help reinforce this process. If a task is visibly not being monitored or updated, and no action has been taken by the original agent, the TL may reassign the task at their discretion to another available agent, especially in cases where the original owner is:

• Absent

• On-leave

• Unable to action the task for some reason

• The agent should follow up on the raised interdepartamental task, tagging the assigned owner for visibility.

• For MNL-based teams, agents and TLs may also utilize the dedicated Helpdesk queues when referring to other departments.

• The agent must also update the customer to advise that their request has been reviewed but is still pending feedback from the relevant team and need more time than initial advise.
  This can be done via call or email.

• After the customer has been informed, the agent should adjust the CS Follow-Up task due date to +3 days and continue monitoring.

• The agent or TL should now escalate the concern to MEL CS for further intervention.

Keywords: task management, follow-up tasks, hubspot tasks, activity tracking, reminders, to-do list, interdepartmental tasks, task follow up timeline