Customer Service Executive
Imagine Cruising
Total des années d'expérience :6 years, 2 Mois
Key responsibilities
Dealing with bookings done for various cruise lines by the company
Inputting the booking in to the Traveltek system, doing a quality check on the bookings and
sending the initial documents like the confirmation invoice and receipt to the customer
Quoting customers and booking add on services like airlines, hotels and transfers
Coordinating with the cruise line and other suppliers in assisting customers in upgrading or
re-scheduling their existing bookings as well as helping customers with their special requests
Calling up customers to collect the balance payment for the booking
Dealing with customer complaints over calls and emails and resolving them
Meeting with walk in customers and assisting them with their queries regarding the existing
bookings, complaints and future payments
Coordinating with the transfer supplier if the customers have missed or cannot find their
transfer
Coordinating with the hotel if the customer has any complaints regarding the room or any of
the other inclusions
Attended an official trip to Rome, Italy to assist in an event held by Imagine Cruising for their
customers who were a part of an on-going tour
Attended ship inspection tours of various cruises such as Seabourn, Royal Caribbean and
Jalesh Cruises at Port Rashid, Dubai.
Quoting and Processing FIT and Group Reservations for various reputed cruise lines
represent by Discover The World, India
* Preparing invoices for FIT and Group reservations and collecting the payments from the
travel agents/ customers
* Following up for payments with the travel agents/ customers and making timely payments to
the cruise line
* Handling cancellations, amendment requests and complaints and special requests from the
clients
* Ensuring timely delivery of services and high level of customer satisfaction
* Coordinating directly with the respective cruise head offices in their respective countries
* Training new & existing members in the team
* Represented Variety Cruises at OTM (Outbound Travel Mart) and Seychelles Tourism
Roadshow held in Mumbai
* Attended an inspection tour on Variety Cruises in Greece
* Attended a FAM trip on Celestyal cruises in Greece
Accommodation- Caesars Entertainment, Park Group of Hotels, La Quinta &
Extended Stay America
* Quoting and Processing FIT and Group Reservations for various accommodation partners
represent by Discover The World, India
* Coordinating directly with the respective hotels for quotes and booking
* Handling cancellations, amendment requests and complaints and special requests from the
clients
Car Rentals- Hertz & Dollar
* Quoting and Processing Reservations for Hertz & Dollar for leisure and corporate clients both
postpaid and prepaid
* Processing amendments & cancellations
* Preparing invoices for prepaid bookings
* Coordinating with the respective locations if required
* Handling customer queries regarding complaints and refunds
OTA- Expedia TAAP (Travel Agents Affiliate Program)
* Assisting travel agents to register on the portal
* Conducting verification calls to the travel agents
* Handling and resolving travel agents complaints
* Coordinating with the travel agent and the hotel for relocation of the customer in a booked out
situation.
Airlines- Copa Airlines, Aero Mexico, GOL & Thomas Cook|Condor
* Providing capping on Amadeus and Galileo for Copa Airlines to Travel agents
* Coordinating with the Travel agents and airlines for any issues or queries
Airlines- International & Domestic
* Booking International and domestic tickets from the makemytrip portal
* Coordinating with the airlines for cancellations and refunds
Hotels- International & Domestic
* Booking International and domestic hotels from the makemytrip portal
* Coordinating with the hotels for cancellations, refunds and special requests
Holiday Packages- International & Domestic
* Booking International and domestic packages for FIT and Groups
* Preparing customized itineraries as per the passengers requirement