Customer Service Specialist
Expedia
Total years of experience :6 years, 5 Months
Job Responsibilities
•Resolving product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
•Follow up to ensure that appropriate actions were taken on customers' requests.
•Refer unresolved customer grievances or special requests to designated departments for further investigation.
•Handling International / Domestic reservation and ticketing and Hotel reservation and issuance.
•Handling and supporting OJT teams as subject matter expert.
•Acted as liaison between airline companies and customers.
•Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
•Taking initiative to highlight the issues and loopholes in the Process.
•Managing track records of team performance and individuals.
•Contributes to team effort by accomplishing related results as needed.
•Preparing performance and service reports by collecting and analyzing the data.
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Achievements
•Achieved intelligible position in monthly PMI (Performance Measurement Index)
•Received 5 times, the Extra Mile Award for achieving 100% C-sats
Job Responsibilities
•Supervising the Front Desk, Concierge and Bell Desk.
•Efficient Reservations handling and Telephone Operating.
•Ensuring guests requirements are met from time to time.
•Cash handling roles for all payment receipt at the sub-department level in a timely and accurate manner.
•Main focus was on managing existing clientele relationships and developing on the same.
•Regular quality control checks at all points in terms of products & services.
•Managing Inventories
•Promotion of Property Facilities and services in order to create awareness of the hotel and also to promote the organization as a premium product.
•Also acting as the Travel Desk of the hotel and making arrangements for travel or necessary changes in tickets for guests.
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