Airaz Malim

Handling inbound calls from customers to assist with booking
their travel needs as well as support rewards point redemption
processes.
➢ Resolve customer inquiries at the first point of contact.
➢ Addressing and clearing out voicemail by returning calls.
➢ Support multiple accounts, each with their own dedicated tools
and technology.
➢ Usage of telephony system & soft phone application involving
precise logging.
➢ Educate customers on products, programs, and services such as
flights, hotels, Car's and Visa's.
➢ Customer Service escalation handling and first call resolution.
➢ Utilize online and internal resources to ensure interactions are
accurate and compliant with all business processes aligned with
our loyalty program rules and regulations.
➢ Use of multiple tools, booking and redemption platforms.
➢ Flight exchanges/refunds/schedule changes/involving manual
calculations (Service role).

➢ Strong Skills in Amadeus and Sabre.
➢ Handling all travel requirements and Offer best travel options in terms of pricing and routing.
➢ Provide accurate business travel arrangement for corporate accounts including air, hotel, car and ground transportation arrangement.
➢ Confirm travel itinerary request within the stipulated Service Level Agreement.
➢ Add values to the entire process chain of travel operations, the relationships amongst peers, superiors, business partners as well as the customers.
➢ Strong understanding of a client travel policy and can appropriately guide and consistently provide consultation to the customer.
➢ Ability to build a highly engaged relationship with a High Value Premium customer portfolio in a professional manner.
➢ Update and maintain accurate and Personal Client Profile.
➢ Performs follow-up as needed and within the time frame promised to the customer.
➢ Proactively provides feedback to management to avoid future customer issues.

Strong Skills on Galileo & Sabre.

Planning out the travel itineraries
.
Provide service for customers by timely issuance of tickets to enable them to proceed with their travel.

Inform clients of travel dates, times, connections, baggage limits, medical & visa requirements and assist in preparing required documents or forms for travel. 

Managed all phases of corporate travel for International and Domestic VIP employee needs.

Adhere to all administrative policies and procedures relating to ticketing, invoicing and updating the information on the internal tools and collection of cash/ cheques from customers.

Maintain an up-to-date database of all regular customers pertaining to their bookings, frequent traveller numbers, meal / seat preferences etc. to offer them personalized service.

Receive and process customer feedback after completion of travel, to gauge their views/ opinions on the level & quality of service offered by GLT and scope for improvement, if any.

Monitoring competitor activity in order to maintain the most competitive rates.

➢ Strong Skills in Amadeus and Sabre.
➢ Worked as an Implant in HSJV (Hyundai and Samsung Joint venture)
nuclear project.
➢ Handle corporate clients with their end to end travel requirements:
Reservation/ Ticketing/ Fares / Rail / Routing/ Hotels and Visa
requests.
➢ Works closely with HR Advisor for personnel direction, as staff
mobilize and demobilize from the project.
➢ Co-ordinate with multiple departments to ensure quick resolution for
the customer Build excellent business relationship with customer
groups, peers and vendors.
➢ Maintain ongoing, collaborative, working relationships with coworkers
to achieve customer and business goals.
➢ Influence decisions and strong negotiation skills towards the most
beneficial outcomes for the client and the company
➢ Submitting daily sales reports.
➢ Monitoring competitor activity in order to maintain the most
competitive rates.
➢ Ability to achieve branch, team sales and profitability objectives.

➢ Strong Skills in Amadeus and Galileo
➢ Researching travel options & presenting the best deals in terms of
requirements.
➢ Ensure all bookings & reservations are processed accurately.
➢ Up selling relevant add-ons, like, insurance, excursions, currency etc.
➢ Handling high numbers of incoming calls from direct customers and travel
trade.
➢ Handling LIMO Confirmation for VIP and CIP passengers.
➢ Assist in processing visa forms and obtaining visas from foreign
embassies, with visa Dept.
➢ Revalidation and Rerouting of tickets, Issuing and reissuing tickets and
refunds.
➢ Negotiate discounts and pricing with Airlines & vendors.
Key clients handled: Bajaj Groups (Bajaj electrical, Bajaj Hindustan, Jamnalal
Foundation), VIP Bags, Mukand Ltd, Good