Customer Service Specialist
Booking.com
Total years of experience :6 years, 6 Months
The main part of my role was listening, responding and mediating
effectively between international guests and partners
(accommodations) all over the world to resolve easy to complex issues
via phone and email. For instance, bookings cancellations,
modifications, special requests, relocations, guests complaints, and
many other requests.
* Ensured a high level of customer service and a positive guest
experience. Happy that I achieved a high customer satisfaction score on
both Arabic and English lines.
* Another responsibility was navigating different online IT tools and
browsers to provide accurate and valid information to guests.
* Supported teammates and colleagues with peer to peer learning and
constructive feedback to encourage a positive working environment.
* Played a role in promoting the Booking.com culture to guests in
different ways through for instance, highlighting on some unique
policies like “the best price guarantee”, etc.
* Provided team members with administrative and financial support.
* Set up and coordinated international business travel.
* Organized plenty of local meetings and international conferences.
* Worked closely and effectively with the organization’s internal
departments.
* Followed up different projects-related issues with partners and
consultants.
* Worked as a translator, English into Arabic and vice versa.
* Gave Arabic language lessons to colleagues.
Managed staff medical insurance claims and coordinated between the
involved parties.
* Reviewed and checked the submitted medical claims for various items.
* Checked the reimbursed claims lists sent by the insurance companies.
* Provided information to the staff regarding the amount of the claim if it was settled for less than expected or in case of a complete denial of reimbursement.
* Followed-up and checked the financial statements.
* Worked on the insurance policies renewal, death claims and special fund.
*Tackled the medical claims for the staff in the external/international offices.
* Processed requests for payment while ensuring compliance to the Center’s policies and procedures.
* Reconciled cash and non-cash transactions.
* Analyzed and prepared schedules of assigned General Ledger accounts.
* Processed ICARDA’s School transactions.
* Uploaded data directly using ADI facility in the Oracle Financial Applications Version 12i.
* Entered financial data of cash and non-cash transactions into Oracle.
* Processed routine reservations, cancellations and no-shows.
* I was a point of contact for guests.
* Answered all incoming calls and re-routed them to relevant parties.
* Dealt with and resolved customer’s complaints.
* Kept up to date all hotel products, services, pricing & promotional offers.
GPA 72%