Customer Sales and Service Consultant
Emirates Airlines
مجموع سنوات الخبرة :12 years, 5 أشهر
1- Ensure the highest standard of customer service is provided to Emirates customers, provide them with details on Emirates tariff fares and actively issue online tickets and sell related products.
2- Issue Emirates tickets to customers ensuring that all necessary airline rules and regulations are incorporated and that the customer request is met in order to provide them with excellent service. Highlight to customers the legal requirements covering their journey such as passport, visa & health requirements and other details such as check-in place and time.
3- Actively enhance Emirates revenue earnings by providing options to customer on all products and services such as Skywards membership, DBB, Dubai stopovers, hotel bookings and upgraded fares.
4- Actively be involved in suggesting new ideas and providing recommendations on the improvement of the service provided, thereby increasing revenue and ensuring Emirates success as a market leading airline.
5- Ensure that all necessary ticket related documentation is filed; time tables updated, brochures, sale and promotional material is properly displayed on individual counters providing various options to the customer which will assist in increasing sales. (Reservations and Ticketing Offices only).
6- Support the Customer Sales & Service Team Leader on closing the end of day sales and banking monies received. Whenever possible create a database of all potential customers and develop a personal relationship with them by giving occasional calls and informing them of new services provided, there by the customer always contacts the Agent for their travel needs. Reservations and Ticketing Offices only.
• Arrange all types of transportations like hourly rental or airport drop off of pick up individuals and for large number of guests or groups with coordination with external limousine companies.
• Make dining and other reservations for patrons, and obtain tickets for events.
• Provide information about local features such as shopping, dining, nightlife, and recreational destinations.
• Make travel arrangements for sightseeing and other tours.
• Receive, store, and deliver luggage and mail.
• Perform office duties on a temporary basis when needed.
• Pick up and deliver items, or run errands for guests.
• Carry out unusual requests such as searching for hard-to-find items and arranging for exotic services such as hot-air balloon rides.
• Arrange for the replacement of items lost by travelers.
• Reports suspicious people, behavior, parcels and vehicles to hotel Security.
• Follows Occupational Health & Safety regulations.
• To provide a comprehensive and high level of customer service by being vigilant, alert, proactive, approachable and responsive to the needs of the service users at all times.
• Handling guest arrival with pick up request, and arrange the transportation.
• Assist with guest luggage as and when required.
• Give all hotel facilities information to the guest and assists them in to the car.
• Inform reception manager, concierge or guest relation officers when VIP on their way to the hotel.
• Stand by at the arrival terminal for every flight arrival.
• Write all the additional instruction for guests or information about guest arrival or departure in the logbook.
• If the pickup is not arranged by the hotel then, Guest should be shown only to the recommended taxi or limousine.
• Escort the guest to the official car rental and deals with authorized car rental staff.
• Any changes on arrival and departure flight must be reported to Front Office manager and chief concierge.
• If there is a problem while on duty without the supervisor, must be discussed and report to front office manager.
• Responsible for good service and maintain close relationship with all official sectors at the airport and most of all, maintain a spirit of team work among the hotel’s personnel. Submit names and arrival flight numbers to meeting service staff.
• Ensures the neat of appearance and grooming of airport representative officers.
• Anything that is related to operation as well as special cases of leaving must be noted down in the logbook, and also have to have the written approval of Hospitality Manager or Chief Concierge.
• Provide Vodafone Egypt High customers with all required information related to the company products and services with delighting them with a superior customer service.
• Providing guidance in areas of professional matters as requested or needed.
• Applying FCR concept for all customer’s inquires
• Prioritizing and achieving multiple tasks, establishing and meeting deadlines
• Follow up all customers related issues and provide timely feedback to Vodafone Egypt High value Customers.
• Adhere to Customer Operations Department policies and procedures.
• Provide customers with superior recommendations and actions, and be a driver for customer’s satisfaction and Loyalty.
• Perform standardized activities and tasks efficiently and effectively.
• Pro-actively reinforce Vodafone’s customer care proposition during all contacts
• Handle and retain all the customers’ complaints within the SLA
• Handle all USB and mobile internet basic trouble shooting related issues.
• Supporting corporate queue by handling SME authorized and end-users inquires.
• Supporting collection queue by handling collections inquires and bills explanation
• Explore the required negotiation skills for making payments' deals when needed.
• Create a smooth communication channel with different departments to resolve customer problems and requests when needed in a highly professional manner.
• Applicable directly coordinate with customers to assist them with any questions or issues arising from their use of Vodafone’s business solutions and hardware.
• Implement high quality standards of Customer Service for High customers through exceeding all KPI’s threshold