Travel Advisor Customer Service Specialist
Booking.com
Total years of experience :13 years, 5 Months
Respond promptly to customer inquiries and concerns via phone, email, or chat.
Contribute to team goals and initiatives to improve customer satisfaction and retention.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
Maintain accurate records of customer interactions and transactions.
Provide up-to-date product and service information to customers.
Upsell products and services to customers when appropriate.
Escalate customer issues to the appropriate department or manager as needed.
Collaborate with other departments to resolve customer issues and concerns.
Maintain a positive and professional attitude at all times.
Continuously improve my knowledge of products and services.
Meet or exceed performance targets, such as call volume and resolution time.
Adapt to new technologies and processes as they are implemented.
Handling B2B partners and B2C customers inquires using all channels; in person, online, and over the phone for Hotel Bookings, Tours, Packages and transfers.
Dealing with all GCC customers with understanding the nature of their desires and needs.
Handling high numbers of incoming calls from direct customers courteously and in a friendly manner.
Increased business by 25 percent through leveraging excellent customer service and sales negotiation skills to upsell products.
Negotiating best rates with hotels by Monitoring competitor activity in order to maintain the most competitive rates.
Building strong relationships with resorts and hotels .
Dealing with issues either with hotels like Confirmations, availability, and overbooking or with customers like complaints or refunds.
Collecting data and feedback from customers to close the loop on potential tech related problems and customer issues
Organized tours by groups or individuals in coaches, cars or on foot in a wide range of locations throughout Egypt; informing tourists about heritage sites and attractions such as museums and archaeological sites.
Provided significant information about each destination or attraction visited with emphasis on its cultural and historical meaning.
Communicated with the group about the details of the tour - assembly time and place, destination, accommodation, transportation and costs.
Monitoring the behavior of the group, especially when young children are in it, and ensure everyone remains in compliance with the rules.
Make sure of the hotel accommodation in case the tour is schedule for more than a full working day.
Handling emergency situations; manage sudden changes or modifications to the tour.
Managed meals and transportation related to the tour.
Completed tour reports and expense reports.
Faculty of Languages, Ain Shams University, Russian and English Languages