Customer Relations Executive
air arabia
Total years of experience :12 years, 3 months
Handling all the coming e mails, and forwarding the right reply.
handling complains and troubleshoot problems, via the phone or receiving walk ins at the office.
coordinating with all departments to achieve the highest levels of service quality.
1.Take calls from customers, potential customers, suppliers, agents and other making enquiries regarding the services and products of Air Arabia.
2.Complete flight booking forms, prepare change of details, and issue flight ticket orders, using computers.
3.Confer with customers by telephone in order to provide information about products and services, to take orders or cancel reservations/accounts, or to obtain details of complaints.
4.Determine charges for services requested, collect deposits or payments, and/or arrange for billing.
5.Obtain and examines all relevant information in order to assess validity of complaints and to determine possible causes, such as extreme weather conditions.
6.Refer unresolved customer grievances to designated departments for further investigation.
7.Resolve customers' service or billing complaints by performing activities such as refunding money, and adjusting bills. Seeks approval of the Team Leader where applicable.
8.Checks to ensure that appropriate changes were made to resolve customers' problems.
9.Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
10.Gathers information regarding customers needs, trends developing and other data which may be of interest to Marketing and Sales departments - feeds it back to the Call Centre Manager through Team Leaders.
11.Meet the monthly ( Revenue, calls & quality ) targets to reach the max level of punctuality & productivity
12.Understand the real call center concept activities & work in achieving it.
translating and editing English /Arabic documents, including press releases, advertisements, articles, brochures, websites contents, speeches, letters.
Translating and editing English /Arabic documents, including press releases, advertisements, articles, brochures, websites contents, speeches, letters, and Arabic lectures for non speakers.
proof reading and reviewing all Arabic /English and vice versa translations.
Listening and Questioning Skills training .Air Arabia 2010. I took a major rule in the preparation and editing of the training materials. Customer service and Aviation manual . I took a major rule vocabulary gathering , and proof reading . translation of Press release and news bulletins. AL Thawra news paper in Syria Damascus. i took a part in editing and translation news releases . i am highly trained in Diplomatic and Political translation ...also translated some films cartoon shows and tv series as a free lancer for SVC(syrian video center).i have a good experience in news translation and source gathering for news channels.
the course included , basic grammar tools for journalists , news processing , basic news writing , writing for print media , reporting and writing the news, writing for broadcasting media , writing radio and television scripts .and writing for puplic relations.