Customer Support Services
AUTOMATED SYSTEM CO
Total years of experience :19 years, 8 Months
Roles & Responsibilities
- Analyzing functional and application issues encountered by customers.
- Responding professionally to customer requests on system functionalities, status, downtime, procedures, installations, set-up, error messages and general services.
- Relaying requests outside the scope of team competencies to appropriate groups for assistance and ensuring timely follow-up
- Coordinating new customer implementations and modifications affecting existing customers
- Processing ad-hoc end user maintenance database updates according to procedures and schedules.
• Provide quality customer support by answering customer calls, gathering & analyzing information, resolving customer problems or escalating issues to technical support & higher support levels
• Log the calls in the Customer Relationship Management System (CRM) to ensure client issues are captured and can be analyzed for trends in management reports.
• Execute daily tasks such as tracking of PNR:s, queues, request or complaints from Travel Agencies or providers in order to have a structured workflow in the departments.
• Teach & inform customers on how to use the system / products efficiently, prepare & update documentation in order to enable travel consultants to fully understand functionality & make bookings
• Be constantly updated on products, functionalities and internal procedures to give better service to the clients.
• Assist other departments in testing products, functionalities or any other customer support activity such as on-site training, migration, etc
• Facilitate the testing & provide a test environment for new products and solutions to ensure firsthand experience and exposure to products for future support roles & client training
• Served as a senior Travel Consultant with the following responsibilities and duties:
• Mainly responsible for promoting and selling holiday/business travel products to customers
• Responsible for booking corporate travel reservations (air, car, hotel, etc) for large corporate accounts.
• Responsible for booking AMEX Card holder travel reservations (air, car, hotel, etc) for large corporate accounts.
• Dealing with clients’ problems and queries regarding travel services
• Responsible for accepting customers’ payments
• Providing instructions and suggestions to the clients about passports, visas, foreign currency, and travel insurance
• Maintained a good rapport with the clientsFare quotations
• Corresponding via emails and telephones
• Preparing daily sales report.
IMPLANT OFFICE
Burgan Bank / American university of Kuwait / Rouche /
Misherif General Trading and contracting company
• Handling airline, hotel, car, rail and cruise reservations;
• Issuing air tickets and hotel vouchers
• Reservations and ticketing for International, Commercial, Rest & Recreation(R&R)and domestic sector of USA
• Handling travel requests for walk in clients
• Issuing holiday packages
• Making daily sales report
• fare quotations
• Corresponding via emails and telephones
• Preparing daily sales report.
• Reservations and ticketing for international sectors via Mumbai and
• domestic sectors within India
• Handling travel requests for walk-in clients
• Corresponding via telephones with travel agents.
• Confirmation of waitlisted sectors.
• Increasing client base and servicing them
• Identify growth opportunities and profitability margins
• Proven success in building long term customer relationships.