Supervisor / Sales - E commerce
Royal Jordanian Airline
Total des années d'expérience :12 years, 11 Mois
Senior Officer / Sales & ticketing department E-commerce
- Effectively solution-oriented selling approach,
- Comprehend passenger’s needs, in making reservations, buying, changing, refunding or inquiring about tickets by RJ airline or other airlines associated with RJ in ONE WORLD, as well as affiliates airlines,
- Making sure of having well knowledge of safety, rules, regulations, policies and procedures for air transportations, and delivering them to the passengers in a simple manner,
- Improving the knowledge of other airlines in order to assist in any type of inquiries,
- Having the knowledge of flight schedules and fares, verify reservations, construct fares for points beyond RJ direct routes,
- Change reservations and collecting penalties and/or difference in fares for each different ticket, and issue MCOs for different types of service - PENF, NSHO, MBAG, UMNR, XBAG, EAIR .. ETC.
- Able to read and convert paper ticket to E ticket, and collect the right amount in order to change dates or destination,
- Ability of dealing with travel agents, companies, corporates and universities face to face, phone, and emails in order to issued/change tickets, and having the knowledge of each discounts, rules and regulation for each individual,
- Determining customers' needs, and present the best route and fare that address these needs,
- Managing growth of passengers service and satisfaction in order to make them loyal customers of RJ,
- Delivering correct data and examples to the upper management about the feedback of the market needs, and giving percentages in sales and knowledge that the market has for RJ in the area.
- Ensures complaints/concerns are resolved or escalated in a timely manner.
- Giving training to new employees about safety, rules, regulations, policies and procedures, especially how to navigate through Amadeus system, in making new, changing, or canceling bookings, searching for the correct amount of changing/refunding fees for each ticket, how to process it in the system, keep track of the daily work of each trainee that works under my supervision, and giving guidance advice how to hand problems and to give full satisfaction to our passengers, and how to deliver info in a simple way that the outsiders of Air Transportation industry could understand it.
- Effectively managing business in an assigned database through a transactional and solution-oriented selling approach,
- Initiating and developing a strong relationship with companies whom have recruitment needs.
- Determining customers' recruitment needs, and preparing proposals to sell services that address these needs,
- Giving online demonstrations to clients on Bayt.com in order to handle objections and convince customers to buy,
- Managing growth of new business by transitioning them to be loyal customers of Bayt.com
- Obtaining correct info for each company and each individual for the decision makers in that company, in order to effectively follow up with the required person.
- Ensures complaints/concerns are resolved or escalated in a timely manner.
- Demonstrates knowledge of impact to provide professional service to public Sets priorities to ensure continual satisfaction.
- Give assistance to a team up to 20 CSRs (in-house or outsourced) who provides general, technical and if required specific services to inbound contacts through multiple communication channels, primarily by telephone, and email, and makes outbound contacts as appropriate to maintain or enhance that service.
- Uses effective communication skills by communicating feedback as a performance issue not personal issue, as s/he must liaise and supervise effectively with all team members and approach them positively to unleash their capabilities and take it to the maximum level.
- Demonstrates knowledge of organization’s expectations, e.g., internal standards or service level agreements.
- Demonstrates knowledge of impact to provide professional service to public
Sets priorities to ensure continual satisfaction.
- Assists the customer service representatives in addressing customer escalations and promoting a service oriented work environment.
- Ensures that the set call center KPIs are attained. If required, start answering the phone to manage the team performance.
- Ensures complaints/concerns are resolved or escalated in a timely manner.
- Manages call volumes, e.g., peak times.
Finished in 4 years with an average of 72