Team Leader
airarabia
مجموع سنوات الخبرة :5 years, 4 أشهر
Supervises the completion of flight booking forms, change of details, and issue of flight ticket orders, using computers
Through periodic monitoring, supervises Agents conferring 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
Contacts customers in order to respond to enquiries or to notify them of claim investigation results and any planned adjustments
Advises Agents regarding charges for services requested and the collection of deposits or payments, and/or making arrangements for billing
Obtains and examines all relevant information in order to assess validity of complaints and to determine possible causes, such as extreme weather conditions
Refers unresolved customer grievances to designated departments for further investigation, keeping track of progress and informing the customer accordingly
Resolves customers' service or billing complaints by performing activities such as adjusting invoices, refunding money, and offering free or discounted flight tickets
Organises shifts, approves changes for individual agents, checks that adequate cover is available for anticipated call volume and, if necessary, calls in additional support advising the Call Centre Manager where appropriate
Helping in the setting of targets for individual agents by preparing productivity reports for individual agents
Coach agents, monitor their performance and arrange training where needs have been identified. Paying particular attention to the standard of the Product Knowledge which agents possess, ensuring that they are all thoroughly familiar with the latest range of products and services offered
Checks that all Call Centre technical facilities are working, including all telephone lines, computer equipment and the reservation system, calling for technical support when work stations are not fully operational.
Supervises the completion of flight booking forms, change of details, and issue of flight ticket orders, using computers
Through periodic monitoring, supervises Agents conferring 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
Contacts customers in order to respond to enquiries or to notify them of claim investigation results and any planned adjustments
Advises Agents regarding charges for services requested and the collection of deposits or payments, and/or making arrangements for billing
Obtains and examines all relevant information in order to assess validity of complaints and to determine possible causes, such as extreme weather conditions
Refers unresolved customer grievances to designated departments for further investigation, keeping track of progress and informing the customer accordingly
Resolves customers' service or billing complaints by performing activities such as adjusting invoices, refunding money, and offering free or discounted flight tickets
Organises shifts, approves changes for individual agents, checks that adequate cover is available for anticipated call volume and, if necessary, calls in additional support advising the Call Centre Manager where appropriate
Helping in the setting of targets for individual agents by preparing productivity reports for individual agents
Coach agents, monitor their performance and arrange training where needs have been identified. Paying particular attention to the standard of the Product Knowledge which agents possess, ensuring that they are all thoroughly familiar with the latest range of products and services offered
Checks that all Call Centre technical facilities are working, including all telephone lines, computer equipment and the reservation system, calling for technical support when work stations are not fully operational.
Worked on Flight Alerts & All Flight Disruptions for Air Arabia
Part of the Air Arabia Notify Team
Trained to Use the Notification System to handle flights
Worked with a team of 4 members to co-ordinate work smoothly
Handled re bookings of misconnection passengers due to unplanned delays
Able to handle pressure situations
Co-ordination with all departments of the operations to ensure passenger satisfaction
Thorough knowledge of the airline Reservation system with speed and efficiency
Provide Ticket costing
Thorough knowledge of aviation/airport operations.
Make changes to Passengers Itinerary Advice customers about Special offers, Promotions & Product Knowledge
Provide the rules and regulations of the Airlines to Customers
Assist Customers about the Flying policies of the Airline within and outside the Country
Negotiating and Closing deals with customers
Prepare calculations and work out costs when required
Marketing the Airline products
Awarded Employee of the month for outstanding performance
Controlling the schedule of Sales Team
Preparing monthly sales reports
Quality control and testing.
Maintenance of all records and accounts for the enterprise
Periodic checks on customer satisfaction
Maintaining existing Client Accounts
Calculation and preparation of cost sheet
Maintenance of all records and accounts for the Organization
Preparation of invoices and quotations
Recruiting, hiring, training and development, performance management, payroll, and schedule workplace scheduling
Placing/Receiving orders, price changes, handling damaged products and returns
Handling safety and security