Senior Customer Service Agent
Emirates Airline
Total years of experience :23 years, 1 Months
• Proactively assist Premium Silver/Gold/Platinum Skywards members and Invitation Only members, Emirates First & Business class passengers in the airport lounge regarding Emirates | Skywards queries and concerns.
• Handle Emirates | Skywards Premium customers with their complaints and ensures that feedback should be forwarded to the concerned department.
• Books and monitor confirmation of travel reservations, chauffeur service and hotel request.
• Answer calls from other Airport stations like Check-in, Transfer desk, Reservations & Ticketing and Airport Lounges with regard to Instant Upgrades, reward bookings and Skywards general queries.
• Direct passengers to departure gates, rest rooms and other airport lounge terminal facilities and provide information about flight schedules, boarding time and other airport information.
• Handle VIP passengers in airport ground operations and functions.
• Identify and meet the standard and special service requirements of the passenger by adhering to the set service standards and procedures so that the passengers are handled in a friendly and efficient manner.
• Ensure to keep good relations with airport authorities/ stakeholders such as immigration, police, EKFC staff…etc in order to achieve the highest level of customer services for EK premium passengers at 100% of times.
• Co-ordinate the flight disruption response/activity on the affected flight/s within lounges, compiling and disseminating information to / from the hub control and any other departments within the airport. Apply the established disruption or Down grading handling procedures in close co-ordination with the lounge officer, supervisor and provide them with handling summary at regular intervals.
• Support, coach, empower, develop and motivate all team members, and peers, to build morale and ensure excellent discipline and grooming standards. Be a Role Model for this. Encourage friendly and professional multi-cultural work environment.
• Provided proactive customer service of the highest level to enhance future growth and loyalty with members.
• Investigated, action and respond directly to members via mail, fax, e-mail on enquiries, in-flight reports or requests and complaints within agreed Service Level Agreements.
• Responsible in handling profile updates, retroactive credit requests, complaint letters, programme and partner information.
• Process requests for collateral material from customers, partners and internal departments.
• Will be empowered to make exceptions to rules and give settlement compensation to meet customer needs while ensuring limited cost to the Company. A range of Comparison levels will be set out by the Supervisor. The agent will have full discretion within these guidelines.
• Stay fully knowledgeable on all aspects of Skywards Customer Loyalty Programme and Emirates updates.
- Directly reporting to the Sales and Marketing Manager to assist daily tasks received from customers and suppliers.
- Organized meeting schedules, prepare documents and update contact persons of the Manager.
- Handled resolution of delinquent accounts with appropriate verbal and written reminders.
- Responsible for the coordination of delivery terms for the supplier or customer regarding the shipping and freight services.
- Handled creation of business correspondence to be forwarded to new customers and suppliers.
- Responsible in making customer enquiries and quotations.
- Arranged prices to suppliers and make price comparison to offer best price for customers.
- Responsible in the computation of the item cost which will be quoted to the customers after including other charges such as customs, freight and clearing depending on the shipment.
- Made daily reports, organized and filed catalogues accordingly.
- Analyzed and checked relating to consumers, the market, and competitors.
- Dealt with visiting customers and suppliers regarding orders, sales performance and targets.
- Directly reporting to the Program Manager to do daily task such as doing business correspondence, organize appointments and meetings.
- Served as Front Desk or Receptionist to attend internal and external visiting customers and calls.
- Responsible in filing documents and prioritize incoming tasks for immediate action.
- Assisted Hotline operations by doing Customer Service Representative task such as cross sell products and services to increase subscriber usage.
- Performed outbound calls to encourage reactivation of dormant account to decrease churn.
- Handled business coordination for corporate and VIP accounts.
- In depth monitoring and endorsements to concerned departments essential to resolve complaints within the service level of agreement.
- Responsible in data entries forwarded by subscribers to be uploaded in the database.
- Knowledgeable in using systems database: Avaya, Integrated Customer Care Platform, Integrated Customer Management Solution, J-walk and Oracle