Customer Service Representative
Mcb Bank Limited - Sri Lanka
Total years of experience :12 years, 4 Months
CUSTOMER EXECUTIVE RELATIONSHIP - MCB Bank Ltd, Sri Lanka (March 2014-Present)
Customer Contact Executive
Maintain customer database and analyses service results for management reporting.
Responding to customer inquiries (local & international) and supplying with product information, services, rates, leasing and pricing.
Proficient in providing information and sell accessories over the phone services to clients.
Hands-on experience in making outbound calls for sales and receiving inbound call for customer support.
Managing and tracking the quote to order and billing process.
Handling of customer complaints, investigating and solving complex customer issues and finding workable solutions.
Conducted a variety of office administration tasks, including data-entry filing, routing calls, and taking messages.
Strong interpersonal skills, fluency in English, Arabic, Sinhala Hindi & Tamil with strong abilities in providing a high level of customer service to internal & external clients.
July 20, 2010 to September 21, 2014: Aircraft Load Controller, Baggage Services Supervisor and I.T.
Al-Shadly Travel Agency (SAUDIA AIRLINES GROUND SERVICES)
P.O. Box 397 Arar, Northern Boundary 11564
Kingdom of Saudi Arabia
BRIEF WORK DESCRIPTION:
To supervise the operation delivering an optimum guest service at all 'touch points'. Acts as a Baggage Services Supervisor, Load Controller, ensuring ground handling requirements and customer service standards are met at all times. Prepare and submits flight performance report to main office.
RESPONSIBILITIES:
• Supervise and control flight-handling activities such as flight editing, check-in, transfers, baggage offloading, boarding etc, in order to ensure an optimum standard of guest service, ensuring that all ground services business is delivered in accordance with the Saudia Airlines procedure.
• Monitor aircraft movement through two-way radio communications direct from source.
• Authorize the substitution of aircrafts for purposes of presently flight delays and cancellations.
• Determines and communicates any Guest capacity or weight restrictions.
• Ensure that opportunities to optimize excess baggage revenues are identified.
• Monitor flight performance daily and monthly activities.
• Train and mentor subordinates on their job duties and ensure they are aware of appropriate regulations, procedures, and company policies.
• Ensure the level of customer service provided meets company's standards.
• Coordinates with other Saudia Airlines airport Teams to maintain the Stations on-time performance.
• Prepare and complete daily reports.
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