Senior Customer Relations Executive
Air Arabia
Total years of experience :22 years, 5 months
I look after the customer relations department and all of its duties including managing CR agents, communicating with various departments and stations for complaint investigation purposes as well as applying correctional measures.
Handling all sorts of communications with customers via different channels including walk-in, web, phone, and social media. Me and my team interact with their feed-backs, suggestions, and requests within a timely SLA and provide the applicable compensation on a targeted retention plan.
I am considered to be the first point of contact by station and country managers for special approvals and considerations that go beyond our policy.
Mystery visits and spot checks to stations, sales shops, as well as on board are within the list of my duties which also include running survey programs on customer satisfaction materials.
I am responsible for providing monthly and annual reports on customer satisfaction level and performance of all departments in contact with customers.
- Established new relationships with customers in the process of opening new accounts, liabilities, investments, and financial planning.
- High quality of knowledge and deliver unparalleled value of service to clients.
- Provision of high quality personalized after-sales support in a proactive manner to exceed client expectation.
- Perform KYC checks with full diligence and to identify and report any corruption, money Laundering, fraud cases, or irregular transactions.
- Uphold the highest level of integrity of work ethics
- Dealing with internal issues, which have an impact on the customer service and satisfaction levels, by identifying the obstacles and presenting the same to management for further escalation.
- Prepared weekly sales reports of the team sales for the management.
- Trained new customer service representatives and associates.
Answered an average of two hundred customer calls in a day through the call center queue.
Worked as a Senior Representative by assisting junior staff to ensure customers where given required assistance, and professional service.
Trained new staff in system programs, as well as handling calls under pressure.
Continuously achieved my sales target by cross selling various products while handling calls.
Provided technical and technology solutions for clients.
Provided online support for both customers and staff.
Managed customer complaints in the most effective manner.
Completed the program and graduated with a very good standing. Earned excellent knowledge in various technical environments. Completed Courses: VB, C++, RPG, CL, Web Development, Microsoft InterDev, A+, WinNT, Novel, Corel Draw, Microsoft Office 97, Marketing, Canadian Business Law.
High School Diploma