Senior Customer Service Executive
Spicejet Limited
مجموع سنوات الخبرة :5 years, 1 أشهر
• Led a team of 10, assisting over 200 passengers daily at check-in counters and reservations, ensuring smooth airport operations and a 95% customer satisfaction rate.
• Supervised a ticketing team managing over 100 flight reservations weekly, ensuring compliance with airline policies and demonstrating knowledge of basic fares and ticketing by providing accurate information to passengers.
• Oversaw ID verification, ticket processing, seat assignments, and baggage check-in for 150+ passengers per shift, maintaining high customer service standards.
• Managed boarding operations for up to 8 flights daily, ensuring correct passenger boarding and compliance with carry-on baggage policies.
• Coordinated arrival and departure of 13+ flights daily, maintaining on time performance and liaising with ground operations for eficient property management.
• Directed transfer operations for 50+ passengers, ensuring prompt transfers and exact gate information through announcements.
• Led a team in helping passengers during irregular operations, coordinating travel and hotel vouchers for over 50 displaced passengers per incident.
• Delivered exceptional customer service by efectively handling written and spoken communication, addressing passenger inquiries and concerns promptly.
• Conducted outbound sales calls, achieving a 15% increase in sales.
• Addressed and resolved customer complaints or concerns to support and enhance the companys reputation.
• Provided customer support by addressing inquiries regarding flight schedules, ticket availability, visa procedures, and travel documentation.
• Collaborated with team members to streamline reservation and visa processing workflows, contributing to improved eficiency and customer satisfaction ratings.