Senior Customer Sales and Service Agent
Emirates Airlines
Total years of experience :9 years, 10 Months
Emirates Airlines
Karachi
Senior Customer Sales and Service Agent
Currently working with Emirates Airlines as Passenger Sales and Service Agent since 01 Aug, 2006
• Perform duties as Floor Team Leader.
• Helping with training and development.
• Reporting to senior level management.
• Responding to inbound and making outbound calls (International and Domestic)
• Preflight Checks.
• Class Inventory/ Telephone Calls
• Flight Disruptions Assistance.
• Handling complains management system.
• Responding to corporate customer e-mails and chat.
• Fare Quotations and Flight Screening.
• GDS Task Force Team member.
• Preparing MIS for GDS Team and follow up on mails.
• Group-handling, Hotel and Tour Bookings.
• Training & assisting staff on Emirates Products, Policies & Procedures, and Special Handling.
• Promoting Emirates products such as EK Holidays, Marhaba Services, Arabian Pass, Free Offers (hotel stay, limo service, Online booking.
Responsibilities Being Floor Supervisor: • Manage a team of call center agents.
• Be available to affect the entirety of the team's operations.
• Manage by walking around. Be visible to answer questions.
• Take calls that your agents can't handle and be available when an agent appears to need assistance.
• Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
• Motivate and encourage agents through positive communication and feedback
Jan 2001 to Aug 2003
Jaffer Business System (Pvt.) Ltd.
Karachi
Customer Relation Executive
• Managing & Monitoring Works Control (Customer Care Center)
• Coordinate between Logistics/Workshop, Engineers, Local Purchase, Imports and Customers.
• Recording & Monitoring of Customer Complains.
• Assigning of complains to Engineers.
• Managing of Database for Xerox, Hp (Compaq), Oracle and J-pet Nation Wide.
• Territory assignment of the engineers.
• Maintaining Records and Data Backup of Customers.