Sales Support Manager
RAK Airways
Total years of experience :8 years, 8 Months
•Head office consultant to10 stations for their commercial needs.
•Part of the core team that take decisions for business development.
•Develop distribution & payment channels.
•Boost revenue by developing ancillary & new products.
•Set & Deliver the annual revenue Budgets for the network.
•Structured the complete visa department ( Product, Operation, Process & Procedures ).
•Structured the complete call centre operations.
•Contributed towards the designing of the Interactive Voice Response (IVR) flow, disposition codes etc.
•Mapping business requirements and coordinating in developing and implementing processes in line with the pre-set guidelines; spearheading process transition initiatives.
•Managing team functions viz. manpower planning, recruitment & selection, induction, training, etc.
•Monitoring the overall function of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
•Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.
•Conceptualizing and implementing effective strategies with a view to achieve business.
•Preparing & presenting various weekly/ monthly reports pertaining to process/ productivity of the call centre operations
•Contributed in setting up the CRS of the airline and conducting training for the staff and the concern departments.
•Supervise & manage a team of 20 agents and follow up with their performance on weekly & monthly basis.
•Prepare monthly roster for the call centre agents ( up to 60 Agent).
•Refers unresolved customer grievances to designated departments for further investigation, keeping track of progress and informing the customer accordingly.
•Resolves customers' service or billing complaints by performing activities such as adjusting invoices, refunding money, and offering free or discounted flight tickets.
•Helps set targets for individual agents. Prepares productivity reports for individual agents
•Coaches agents, monitors their performance and arranges training where needs have been identified.
•To monitor calls and evaluate performance of the agents with regards to the quality of their service and sales techniques - both for inbound & outbound.
•To evaluate overall “service quality” of calls for the centre and make necessary recommendations to raise the standard.
•Overall responsibility of liaising with complaint Dept., the sales shops and other GSA’s for receiving, follow up and comments on customer complaints.
•Develop scripts for the most frequent call experiences and to tailor any scripts produced by the service team.
•Think creatively and challenge existing procedures to facilitate ongoing change in customer service.
•To work closely with team leaders & centre manger to make recommendations for training and filling the gaps. Conduct training with regards to call handling techniques.
•Takes calls from customers, potential customers, suppliers, agents and other making enquiries regarding the services and products of Air Arabia.
•Complete flight booking forms, prepare change of details, and issue flight ticket orders, using computers.
•Confers with customers by telephone in order to provide information about products and services, to take orders or cancel reservations/accounts, or to obtain details of complaints.
•Determines charges for services requested, collect deposits or payments, and/or arrange for billing.
•Resolves customers' service or billing complaints by performing activities such as refunding money, and adjusting bills. Seeks approval of the Team Leader where applicable.