SENIOR CUSTOMER SERVICE AGENT
FLYDUBAI
Total years of experience :23 years, 4 Months
-Issue Flydubai tickets, Confirm and modify flight reservations using Radixx application in Citrics software.
-Kept record and information on CRM(customer Relationship Management) software - Salesforce which we used to integrated solution for managing all interactions with our customers.
-Regardless of the communication channel, efficiently service customers providing accurate and timely responses. Understand, interpret and resolve issues quickly and decisively.
-In times of disruption, enact and follow the disruption process/ SOP’s and disruption communications plan and communicate all operational updates and ‘flashes’ to impacted stakeholders in a consistent and timely manner. responsible for documenting the timeline of events and decisions
-Provide guidance, direction and feedback to team members on handling difficult customer issues and help resolve challenging customer issues. Use discretionary authority to approve exceptions to procedures.
-Following processes, delivering in a timely manner and delivering high standards of accuracy and efficiency will be your focus. Although this won’t stop you from finding new approaches to benefit the customer.
-Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
-Maintain customer confidentiality at all times and to build a professional rapport with customers by carefully listening and responding to customer needs
I assisted the team in adjusting and responding to change, maintaining team work effectiveness during changing situations. Etc.
• Composes letters, memorandum, develops charts, graphs, and diagrams .
• Answers telephone, takes messages and answers inquiries within assigned scope of responsibility.
• Schedules appointments, maintains calendar.
• Schedule meetings and reserve rooms for meetings and Prepares materials for workshops, conferences, meetings, duplicates/collates
• Maintains files and financial records
• Managed the CAFM system (Rosmiman).
• Prepares and expedites purchase orders and direct payments, etc
• Maintains attendance reports, leave records, trip records and logs
• Prepared reports
• Assists with the preparation, calculation, and execution of the budget
• Orders, distributes, and keeps an inventory of supplies
• Performs other duties assigned.
• Organizing travel arrangements for senior managers.
• Writing letters and emails on behalf of other office staff.
• Processing expenses sheets and invoices, LPO, RPOs, inquiries,
• Monitoring stationary levels and ordering office supplies.
• Covering the reception desk when required.
• Provide information to internal colleagues or external enquirers.
• Handling sensitive information in a confidential manner.
• Taking accurate minutes of meetings.
• Coordinating office procedures.
• Resolve administrative problems.
• Receiving, sorting and distributing the post.
• Answering telephone calls and passing them on.
• Managing staff appointments.
• Oversee and supervise the work of junior staff.
• Coordinating repairs to office equipment.
• Greeting and assisting visitors to the office.
• Liase with the HR on staff matters.
• Management of all operations assets within the airport eg buggy cars, radios, company mobile phones,
• Events Management, organizing meetings, conferences, making travel arrangements and hotel reservations for staff and dept heads.
• Liasioning and coordinating with various departments within the corporate office and all branch offices.
Active participation in the Leadership Team for Strategic Business Planning, implementation, client interaction etc.
• Upkeep of office administrative facilities and ensure availability of daily miscellaneous requirements to provide harmonious work culture to employees.
• Acting as info-hub for providing administration related information and supervising administrative activities like general admin, verification of stationery stock, petty cash, courier, florist, housekeeping
• Specialization in handling back office operations, inter-office correspondence, confidential mails, quotations, monthly billing, cheques, etc.
• Arranging staff rosters and relocation of employees and handling the registers of the staff, sick offs, leave allocations etc
• To ensure that the needs of Emirates and code share passengers are met in a caring, courteous and efficient manner by:
• Fully adhere to all operational procedures (SOP) with regards to travel, immigration and Safety regulations.
• Identify and meet the standard and special service requirements of the passengers at check-in, transfer desk, special services and boarding gates by adhering to the set service standards and procedures so that the passengers are handled in a friendly and efficient manner.
• Provide a proactive service to passengers prior to check-in such as, managing queues, removing old baggage tags, handling denied boarding passenger by nicely talking to them professionally to accept the option of taking the next flight, helping families, identifying those with special needs and code share passengers, so that they are directed to the relevant check-in counters and are handled efficiently.
• Initiate boarding at the gates, following laid down boarding priorities, announcements, hand baggage removal, flight coupon reconciliation and head count confirmation in order to assist the process for a safe and on time departure of EK flights. For flights boarding from remote, ensure the handling procedure applies.
• Deliver an efficient service at the transfer desks for arriving EK passengers who are connecting to Other airline flights by verifying that their baggage details are recorded in MACS (Mercator Airport Check-in System) prior to checking in passenger and issuing boarding cards and meal voucher where appropriate so that the transfer passengers are processed accurately and expeditiously.
• Ascertain the handling requirements of the various categories of passengers (e.g.
unaccompanied minors, wheelchair, elderly and incapacitated etc.) then ensuring that appropriate special services and facilities are provided to meet the special requirements of the customers.
Screening telephone calls, enquiries and requests, and handling
them when appropriate;
Meeting and greeting visitors at all levels of seniority;
Organizing and maintaining diaries and making appointments;
Dealing with incoming email, faxes and post, often corresponding on
behalf of executives;
Taking dictation and minutes;
Carrying out background research and presenting findings;
Producing documents, briefing papers, reports and presentations;
Organizing and attending meetings and ensuring executives are
Well-prepared for meetings;
Liaising with clients, suppliers and other staff;
Deputizing for the executive, making decisions and delegating work
to others in the executive's absence;
devising and maintaining office systems, including data
management, filing etc; making travel arrangements, accommodation and occasionally, traveling with the executive to take notes or dictation at meetings or to provide general assistance during presentations
• devising and maintaining office systems, including data management and filing.
• arranging travel, visas and accommodation and, occasionally, travelling with the manager to take notes or dictation at meetings or to provide general assistance during presentations.
• screening phone calls, enquiries and requests, and handling them when appropriate.
• meeting and greeting visitors at all levels of seniority.
• organising and maintaining diaries and making appointments.
• dealing with incoming email, faxes and post, often corresponding on behalf of the manager.
• carrying out background research and presenting findings.
• producing documents, briefing papers, reports and presentations.
• organising and attending meetings and ensuring the manager is well prepared for meetings.
• liaising with clients, suppliers and other staff.
Fundamentals of Load control I & ii Dangerous good Bacis Aeronautics Air carrier access act Aviation business excellence Examining travel docs The difference between 777-300ER AND 777-200LR Airside load management Airline Reservations