Guest Service Agent
Etihad Airways
مجموع سنوات الخبرة :16 years, 7 أشهر
• To communicate courteously with guests and travel partners, build positive relationships, understand their needs, investigate, respond to their issues and queries to a successful conslusion by ensuring compliance with set standards and procedures in order to optimise guest satisfactin and achieve revenue and customer service individual targets.
• To assist guests in online bookiing engine support through application of technical expertise in reservations, ticket issuance, re-issuance and refunds.
• Comply with set standards of customer service (e.g. quality of speech, call attendance, emails, handling queues, e-mails, etc.) for inbound calls across all markets/functions in order to ensure customer confidence, satisfaction and loyalty.
• Keep up to date on EY products, services, policies and procedures to ensure accurate information and correct implementation; take initiative to continuously enhance technical skills.
• Achieve individual revenue and customer service targets to support delivery of team/departmental targets.
• Support implementation of new technology and work methods to sustain ongoing process and quality improvement processes.
• Maintain data protection and confidentiality for both staff and customers.
• Support other departmental functions as required (e.g. ticketing & schedule changes, E-Services desk, preflight checks, etc.)
• To assist in providing accurate and cost-effective stocktake solutions and audits process of stocktaking and stock inventory services in the pharmacy, retail stocktake, warehouse / distribution, supermarkets and the supply chain sectors which .
• Provide the relaible stock information and analysis, helping to both identify stock loss or inaccuracy; then improve it through operational changes like minimal disruption to store staff, total independence, reduced shrinkage, improve customer satisfaction & stock availability.
• Make sure the deploy dedicated teams of counters to count the stocks are accurate by cross checking the results and identify the facts Reliable reporting upon which decisions can be made; supplier delivery problems, stock position inaccuracy, stores and stock management issues, loss during transportation and administrative loss before reporting final findings.
• Responsible for the management, organisation and co-ordination of the day to day work of a team and ensure the client queries are dealt with in accordance with the performance and service standards; personally deal with more complex inquiries and complaints.
• To establishing and maintaining profitable relationships with customers on behalf of the company by taking personal and complete responsibility for each customer contact and by ensuring as a team that all customer requirements are completely met in line with company standards, procedures and guidance.
• Assist in conducting and organizing educational seminars; and also in coordination with the provision of media for communication purpose, publicizing of social events, academic achievements of the University.
• Facilitates the collection of competitive information in order to monitor business trends and opportunities.
• Adheres to all corporate policies, guidelines and statutory requirements and recommends to senior management adoption and/or changes to policies and guidelines to reflect circumstances within the customer service area.
• Create an environment orientated to trust, open communication, creative thinking, motivate & inspirte team member in order to meet sales targets, deadlines, work productivity and resolve any issues effecutally.
• Maintain the accounts payable and accounts receivable systems in order to ensure complete and accurate records of all moneys.
• To take responsibility for being the first point of contact for all customer and ensuring that a high quality of service is delivered at all times.
• To establish, develop and maintain effective working relationships with all work colleagues to ensure a ‘one team approach’ to the delivery of the Customer Service performance standards and the business objectives.
• Ensuring that team members are kept up to date with any information received following attendance at meetings whilst representing the Customer Service Centre.
• To take ownership and responsibility for all enquiries presented to the Customer Service Centre, identify customer needs, and utilising appropriate questioning and listening skills to identify and offer appropriate solutions.
• To ensure a clear knowledge and understanding of team objectives and priorities and how the individual role will contribute to the achievements.
• Administer and monitor the financial system in order to ensure that the finances are maintained in an accurate and timely manner; assist with budget preparation, cash flow, reconcile general ledger, bank statements, balance sheet income statement and supplier accounts.
• To check and maintain accounts of PIA sales agents.
• To make the refund adjustments of PIA sales agents.
• To calculate financial ratios