Escalation Matrix for travel agents
The following escalation matrix to be followed for any b2b related issues.
Level 1 - Support staff - +918101011011. Any issue till 7 days.
Level 2 - Acccount manager - Sales Person (Ankur, Debargha, Sagar, Zafar), If outstaion agent then raise to level 3.
Level 3 - Support Manager - Riya / Ritu After 7 days all pending issues to be transferred to Support Mangers and resolved by support managers.
Support manager must resolve these cases and document it properly in zoho desk. If cases are unresolved till 15 days then it must be assigned to Manager (b2b Sales).
Level 4 - Manager (B2b Sales) - Avishek Barman. These issues must be resolved within
Level 5 - Business Head - Ravi Mittal +919832543232 / ravi@tripmaza.com
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