senior customer service agent
qatar airways
Total years of experience :22 years, 6 Months
• Response to customer queries over the phone, E mails, Fax.
• Making new reservations, Changes to existing reservations, quoting the correct fares, roles of carriage using the necessary tools.
• checking for credit card frauds
• Support other stations and airports for reservations.
• Notifying booking and fare related issues to the team leader.
• Make outbound calls to customers to provide them with information
• keep one-self updated with the new products and services offer by the company as well
• Maintains knowledge of legal requirements and government reporting regulations affecting human resources functions and ensures policies, procedures and reporting are in compliance
• Coordinate Recruitment, interviews, tests and help selected candidates to fill vacant positions
• Plans and conducts new employee orientation to foster positive attitude towards company goals
• Keeps records of benefits plans participation such as insurance and pension plan, personnel transactions such as hires, promotions, transfers, performance reviews, and terminations, and employee statistics for government reporting
• Advises management in appropriate resolution of employee relations issues
• Responds to inquiries regarding policies, procedures and programs
• Administers benefits programs such as life, health, dental and disability insurances, pension plans, vacation, sick leave, leave of absence, and employee assistance
• Investigates accidents and prepares reports for insurance carrier
• Prepares employee separation notices and related documentation, and conducts exit interviews to determine reasons behind separation.
• Adheres to company attendance standards
• Performs other duties as assigned
Job Description :
Make daily reports for team performance
Arrange weekly team meeting to know required action from each one of the team.
Make monthly individual meeting to evaluate each member.
Receive escalation calls from the team members
Arrange the weekly schedule.
Monitor calls to evaluate agents individually.
Cover the floor for any inquiry or any complain.
Job Description :
Receive customer calls and reply for their inquires.
Use the available applications to check customer`s account and solve any problems
Offer extra help for customers ( inform them bout new offers after answer his request )
Make reports for customer accounts.
Revise customer`s bills and explain it for the customers with details.
Check with the technical team for any problem related to the network
Follow up customer`s complains which take more time .
Job Description:
Check the needed tourism services in the market.
Contact service providers ( Hotels, Transportation companies, Etc ) to get offers for them
Make offers for companies, Universities, Clubs
Make hotel reservations
Create deals with transportation providers.
Supervise the operation of all trips.
HSBC Bank *
Sales & service floor Officer 5/2009 till 3/2010
Job Description :
• Support the branch in the delivery of customer driven service and sales through sales floor management
• Maintain sales and service floor management culture at the branches
• Approaching and grating customers in line with the two meter challenge
• Handling all the inquires and customer needs and guiding them to the correct department & banking channels & to the sales floor manager for more complex queries
• Creating positive first impressions that would lead to stronger , and more voluble customer relationships
• Handling out brochures as relevant during campaigns and promotions thereby supporting the seamless progress of the customer journey in the branch
• Routing irate customers to the floor manger/Assistant branch manager, or branch manger as necessary
• Assisting customer with the token machines where required
• Mange the customer journey via the use of SMART customer enquiry from and offer a call back for non urgent queries during “rush hours”
• Cross sell
• Delivery of PENS/ Cheques /ATM cards
• Make referrals to the CSR wherever Possible
• Help the Customer register for the internet banking
• Handel Basic Queries
• Updating Boards In preparation for the daily sales huddles, weekly meetings and all performance management meetings
• To main the quick service desk, delivery desk and support the
• Ensuring that all marketing material and collateral are current and updated.
Job Description:
Check the needed tourism services in the market.
Contact service providers ( Hotels, Transportation companies, Etc ) to get offers for them
Make offers for companies, Universities, Clubs
Make hotel reservations
Create deals with transportation providers.
Supervise the operation of all trips.
Job Description:
Receive orders from operator for the program
Make sure that all booking are confirmed
Check the arrival date and departure with operation
Follow up the chick in process at the hotel
Follow the tour from the arrival until say god bye for the tourists at the airport.
Make reports for customers complains and comments
Job Description:
Receive calls and talk orders
Create meal orders and send it to the kitchen & finance
Help waiter to prepare orders
Send daily reports about sales for Room service
Handling customers inquires about Banquet hall and Meeting rooms ( information about prices, meals, Etc )
Responsible to bring the outsourcing staff who are needed for events ( Ex, Wedding, Conference )
A warded Bachelor Degree in tourism studies : * Booking air line tickets * Organize tours * Manage the tour from A to Z * Concierge studies * Customer care