My Favourite Spot

Customer Support

• Manage, analyze, and respond to customer complaints across multiple channels, including the ticketing system, email, the Electronic Complaints Book, and external entities.
• Draft clear, structured, and legally grounded responses in accordance with consumer protection and tourism legislation.
• Ensure compliance with all legally mandated response deadlines.
• Collaborate closely with the Booking & Operations (Customer Support) team.
• Serve as an escalation point and provide support for complex or sensitive cases.
• Assess legal and reputational risks associated with each complaint.
• Prepare responses for regulatory and external bodies.
• Collect, review, and evaluate contracts, communications, and booking records.
• Identify recurring issues and recommend corrective actions.
• Contribute to the improvement of internal processes related to customer experience and complaint handling.

Complaints & Support Specialist