Nihal Karrar

Qatar Post Customer service and online advisor (from March 2017 until today)

Provide the highest level of service to Qatar post customer in order to provide them with excellent service and deliver the shipments without delay.
Handling international inquiry and tracking for the shipments.
Handling social media inquiries and complains.
Handling Q post websites inquires and complains (connected and Turkish Souq ) and assist to improve the service provide it.
Create monthly reports to reflect the levels of sale per corporate account.
Train the new agents and submit performance reports.
To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process.
To manage the resolution of customer complaints, within given timescales.
To be the first point of contact for all customer related issues and to liaise with the client on a weekly basis and report on the level of customer complaint resolutions.
Open, sort, and distribute incoming correspondence, including faxes and email.
File and retrieve corporate documents, records, and reports.
To be responsible for investigation, resolution and reporting of all customer related complaints.

-Understand the processes and standards in place to effectively and accurately cleanse data.
-Working in corporate Projects.
-Working with customer satisfaction survey.
-Listening to ongoing and outgoing calls and Ensure the highest standard of customer service is provided to Bank customers.
-Note and transfer the customer complaints
-Collect and compile statistical quality data
Prepare reports to communicate outcomes of quality activities.
-assure ongoing compliance with quality and industry regulatory requirements

-Provide the highest level of service in order to sell Emirates airline tickets and services and to assist customers with managing their travel plans.
-Handling Corporate and their ticketing requirements efficiently and creating monthly reports to reflect the levels of sale per corporate account.
-Ensure the highest standard of customer service is provided to Emirates customers
-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.
-Support the Customer Sales & Service Team Leader on closing the end of day sales and banking monies received.
-Process DXB visa applications through eDNRD and update visa details against existing PNR through MARS.
-Train the new agents and assisting supervisor by submit performance reports.
-To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process.
-To manage the resolution of customer complaints, within given timescales.
-To be the first point of contact for all customer related issues and to liaise with the client on a weekly basis and report on the level of customer complaint resolutions.
-Review operating practices and procedures in order to determine whether improvements can be made in areas such as workflow, reporting procedures, or expenditures.
-Make travel arrangements for the company's employee and managers.
-Read and analyze incoming memos, submissions, and reports in order to determine their significance and plan their distribution.
-Open, sort, and distribute incoming correspondence, including faxes and email.
-File and retrieve corporate documents, records, and reports.
-To be responsible for investigation, resolution and reporting of all customer related complaints.

-Provide the highest level of service in order to sell Emirates airline tickets and services and to assist customers with managing their travel plans.
-Handling Corporate and their ticketing requirements efficiently and creating monthly reports to reflect the levels of sale per corporate account.
-Ensure the highest standard of customer service is provided to Emirates customers
-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.
-Support the Customer Sales & Service Team Leader on closing the end of day sales and banking monies received.
-Process DXB visa applications through eDNRD and update visa details against existing PNR through MARS.
-Train the new agents and assisting supervisor by submit performance reports.
-To be an effective communicator and ensure all complaints are acknowledged in a timely manner and customers are kept information throughout the complaint process.
-To manage the resolution of customer complaints, within given timescales.
-To be the first point of contact for all customer related issues and to liaise with the client on a weekly basis and report on the level of customer complaint resolutions.
-Review operating practices and procedures in order to determine whether improvements can be made in areas such as workflow, reporting procedures, or expenditures.
-Make travel arrangements for the company's employee and managers.
-Read and analyze incoming memos, submissions, and reports in order to determine their significance and plan their distribution.
-Open, sort, and distribute incoming correspondence, including faxes and email.
-File and retrieve corporate documents, records, and reports.
-To be responsible for investigation, resolution and reporting of all customer related complaints.

- 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.
- Converse 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.
- Refers unresolved customer grievances to designated departments for further investigation.
- Resolves customers' service or billing complaints by performing activities such as refunding money, and adjusting bills. Seeks approval of the Team Leader where applicable

- Performing phone surveys with consumers & customers.
- Qualitative Work: Performing the translations of audiotapes from English to Arabic, and from Arabic to English languages.
- Analyzing the data results from the tapes in cretin forms of transcript.

- working with airline frequent flyer programme
- Qualitative Work: Performing the translations of audiotapes from English to Arabic, and from Arabic to English languages.
- Analyzing the data results from the tapes in cretin forms of transcript.