Customer Care Executive for MIddle East and Africa
AirFrance and KLM Airlines Group
Total years of experience :27 years, 10 months
• Handling of Air France /KLM Customer passage claims.
• Compliance to the Airfrance /KLM service standards targets for responding to correspondences by paper mail and e-claims.
• Considering the economical interests of the enterprise
• Retention and recovery of customer loyalty.
• All correspondences and outgoing phone calls.
• Increasing customer satisfaction applying Air France after-sale, customer care policy and contribute re-purchase and loyalty.
• Contribute to the revenue results by actively working towards a department action plan.
• Monitor payments (MCO/cheques/bank transfer)
• Office management task: provisions and payment of
Papers / toners/ stationeries.
• Handling administrative tasks.
• Planned and monitored daily staffing schedules and adjusted accordingly to ensure adequate staffing levels that support operational demands and business objectives.
• Managing and overseeing administrative functions to ensure all paperwork was processed efficiently and in a timely manner.
• Handling purchase orders.
• Handling of communication with suppliers.
• Responsible for sales to a varied group of tourism companies specifically in the down town area.
• Increasing sales revenue through the sale of promotional packages and the necessary follow up work.
• Organizing detailed record keeping of all sales.
• Responsible for handling of all phone and direct reservations.
• Establishing contact with all new and regular customers.
• Reconfirming and reviewing all reservations on a daily basis.
• Arranging all necessary and required services on board.
• Assisting the ticketing department whenever needed.
• Creating a computerized target list for direct mail advertising.
• Computer data input for the creation of computerized yellow pages.
• American High School Diploma, Jefferson-ville high School, USA (with Honors) • Bachelor of Arts in Political Science, American University in Cairo (with Honors) • Minor in Economics, American University in Cairo.
