Sales Operation Specialist and Customer Support Executive
Gullivers Travel Associates
Total des années d'expérience :22 years, 2 Mois
-Handles all requests for hotel/service reservation/enquiries from agents.
-Handles book outs and ensure clients are well compensated/satisfied without/minimizing loss for GTA.
-Handles in-house complaints and make sure the clients are satisfied and well compensated before client checks out.
-Ability to prioritise workload and keep to deadlines, as Account Handler staff is responsible to check 05 systems (London, London02, GTA02, WBS and RBS call center in addition to their personal emails and the central email for both WBS and RBS).
-Check all the DRQ’s opened on daily basis and chasing for a reply if needed in order to revert back to agents on time.
-Joins BDMs on Sales Blitz/visiting agents.
-Continuous assistance on telephone calls from agents/clients.
-Chasing reservation offices worldwide for all pending bookings to avoid any delays.
-On special one off case, contacts hotels (either via Worldwide Sales Office, Toll Free or direct) to secure space and negotiate better rates.
-Chase RBS agents for pending payments, if they are not received when expected or if credit cards get declined.
-Handle queries concerning payments received, commission and refund issues.
-Ensure total customer satisfaction at the point of sales & providing after sales service.
-Provide the entire customers all details about thier account or credit card.
-Service to sale (every call is a sales call).
-Achieve the target of my sales.
-Solve the customer complains & satisfy the customer with all what they need.
-Co-ordinate with other departments to solve customers’ complains
-Handling the calls for Emirates bank, NBD, MNRI, MNRL, and ICICI bank.
-Achieve the AVERAGE HANDLING TIME (AHT).
* Recipe Guest and issue bills
* Develop and maintain the Hotel data base
* Generate monthly reports
* Designing Marketing Documentation
* Active member of the human Resources team
*Handle customers’ complaints and inquiries and provide solutions to their problems.
*Coordinate with other departments to solve customers’ complains.