Member Services Team Leader
Hospitality Marketing Concepts
مجموع سنوات الخبرة :14 years, 5 أشهر
Supervises as well as coordinates activities of workers engaged in resolving costumer problems complaints concerning matters.
May explain to customer by telephone or letter action taken on complaint.
Responsible for giving response upon customer’s complaints, as well as giving the solution.
Manage the department in order to organize the workflow
Coordinate and communicate with company's internal department.
Assist in development and implementation of quality systems and procedures.
Resolving customers’ queries within agreed authority, investigating the cause of any complaints, gathering information from relevant sales and service teams and reviewing sales documentation.
Acknowledging complaints promptly and responding to them within set time limits, systematically and fairly.
Maintaining customer related information systems for accurate record keeping.
Using complaint information to improve service and sales standards where appropriate.
Process member’s hotel room reservations.
Managing inbound and outbound phone, fax and email communications (processing information to/from the customers, respond to their queries, guiding them etc) and most importantly providing highest quality of customer service.
Handling of inbound/outbound communications on multiple projects and related work.
It is expected that you will maintain full confidentiality about the business and proprietary information of the company.
Support and provide superior service via phones, and e-mails as a receiver and caller
Use questioning and listening skills that support effective telephone communication.
Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
Understand the impact of attitude in handling calls professionally.
Effectively deal with job stress, angry callers, and upset customers
Apply the proper telephone etiquette to satisfy various customer situations.
Communicate and set appointment with the passengers and other ticketing company, to be able to set schedules, provide information regarding routes, schedules and fares.
Process passenger flight reservations, sell and issue tickets.
Prepare boarding passes at airports, check and tag baggage, announce flights and assist passengers who have special needs.
Keep accurate customer records.
Report weekly sales activities to Team Manager
Communicate with flight crew on the ground and using ground to air radio.
Coordinate with other airport vendors regarding specific flight information (for example, fueling and catering service.)
Performs clerical and other production related activities (i.e. coding, checking, edit checking, etc.)
Ensures that all procedures, instructions and processes in the department are
Followed in conformance with the existing quality system requirements.
Informs superiors of any discrepancies and problems encountered while doing the assigned tasks.
Ask for updates or changes in instructions in case they were absent for a short or long period of time.
Ensures that job priorities are always followed.